Orbitz

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Dear Mr[redacted] Thank you for contacting Orbitz and for being a loyal Orbitz customerYour email was forwarded to our team; and we appreciate the opportunity to assist youIt is my understanding that you have an unexpected charge from Orbitz and are requesting a refund Mr[redacted] in reviewing Orbitz Confirmation# PBORBXXXXXXXXXX and #PBORBXXXXXXXXXX I found that the total trip cost, as agreed was $321.18USD and $257.93USD respectivelyThis cost included the airfare which was collected by [redacted] Airlines and an Orbitz booking fee of $21.99USDIn the review of our booking records, we do show that the total cost as advised, $321.18USD and $257.93USD were properly advised at the time of booking and accepted Please understand, reservations made via Orbitz may incur booking fees; and as noted in the "Cost and Billing" details, our fee is included in the total reservation costWe also consider/include our fees whenever reviewing Orbitz Best Price Guarantee submissionsNonetheless, in reviewing your previous reservations, it is understandable that the fee was unexpectedTherefore, in light of your concern, as a one-time courtesy I have processed the refund of the $21.99USD Orbitz booking fee for Orbitz Confirmation# PBORBXXXXXXXXXX and #PBORBXXXXXXXXXX Mr[redacted] thank you for reaching outPlease do let me know if you have any further concern or if your credit is not received within business daysPlease be assured Orbitz values your loyalty, and we hope to continue to serve your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

May 28, Revdex.com Orbitz.com Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact [redacted] Incregarding 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz.comis responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight cancellation and refund inquiry Our records reflect that on March 6, 2017, you accessed Orbitz.com and booked itineraries # [redacted] for round trip flights on [redacted] from Newark, NJ, USA to Lagos, Nigeria As his complaint states, [redacted] has cancelled the flights and is providing a full refund As an initial matter, please note that Orbitz serves only 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] was the operating carrier and merchant of record (the entity that received the funds and the company that charged Mr [redacted] credit card) on this itineraryWe hope you understand we must adhere to the policies dictated by the airline [redacted] has suspended some bookings, and cancelled flight reservations; due to a system error they experienced causing the airline to provide incorrect fares to customers and third party booking sitesAs fares were not charged appropriately, [redacted] will not honor bookings priced incorrectly, and is canceling and refunding customers accordingly Moreover, Orbitz’s Terms of Use, which you agreed to at the time of booking, expressly state: The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errorsIn particular, Orbitz does not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.) In addition, Orbitz expressly reserves the right to correct any pricing errors on our Website and/or reservations made under an incorrect priceIn such event, if available, we will offer you the opportunity to keep your reservation at the correct price or we will cancel your reservation without penalty Our Terms of Use further provide: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of OrbitzOrbitz is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromOrbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Orbitz regrets the inconvenience this matter has caused Customers should contact [redacted] Customer service: [redacted] to inquire about their refund status and timeline, as Orbitz does not have access to the refund information The airline will be best able to advise the customer about this informationThey will need their ticket numbers or PNR numbers from the itineraries to provide to the airlines when seeking refund information We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Orbitz Tier Corporate Customer Service

Dear Ms [redacted] , Thank you for contacting Orbitz regarding your seat assignments for your [redacted] Airlines flightIt is my understanding that you are not confirmed in the seats you requestedI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, I sincerely apologize for the disappointing experience and the frustration this caused youPlease know when booking a reservation via the Orbitz website, all seats are only on requestWe must receive confirmation from the airlines stating seats are confirmed or under airport controlEvery airline reserves the right to control their inventory and re-accommodate travelers (i.eschedules/flights, aircraft type/equipment, and seats)Pre-reserved seating is dependent upon several factors: the specific airline; the type of ticket (not necessarily the cost); customer’s frequent traveler status/level with the specific carrier; airline restrictions and policyAny option for seating via Orbitz.com would be dictated by those factors as well as the airline seat availability/inventory at the time of selection/requestIn addition, even after “confirmation” any airline would be able to rearrange seat assignments for a variety of reasons (i.esecurity, ADA, family/minor, aircraft weight/balance, overbooking, cancellations/delay, FAA rules, etc.)Nonetheless, please keep in mind regardless of where a ticket is purchased, every airline reserves the right to move or remove passengers from flights/seats/aircraft type, etcSeat assignments are ultimately the decision of the airline, and we advise our customers that if they have special needs, it is always best to check with the airport directly so that the airline may accommodate those needsMs [redacted] , we value you as a customer, and as a gesture of goodwill, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com prepaid bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsHere 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] reference case number and my letter offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until March 21, Ms [redacted] , thank you allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because: I have sat on the phone with Orbitz and spoken to a supervisor for over an hour The supervisor told me the number O-does not come up in their system They then put me on hold AGAIN to transfer me to corporate which I sat for longer and no one ever came to the phone! this is the WORST customer service IVE ever experienced!I WANT A REFUND! Sincerely, [redacted] ***

Dear Ms. ***, The RevDex.com has shared your recent correspondence pertaining to your nonrefundable tickets. I appreciate this opportunity to respond to your concerns. I found that you booked a ticket on March 12, 2015, for travel on November 25, and you purchased trip insurance... with [redacted] . Recently, you needed to cancel the trip due to a death in the family. You believe that travel insurance you purchased should cover the refund of the ticket. I apologize for any inconvenience this may have caused. Orbitz has confirmed your reservation history in our website logs, as well as the underlying airline reservation system. We have confirmed that the flight was booked correctly, with the terms and conditions of the ticket along with the insurance policy explaining the reasons for a refund presented. Orbitz, as with any travel agency, is required to apply the fares at the exact moment of your booking. The ticket was sold with the understanding that the fare was non-refundable and certain restrictions apply. As a distributor of tickets for the airline, we do not have authorization to refund non-refundable tickets. Non-refundable ticket rules include airline waivers only in the event of the death of the traveler or spouse; this policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency. Ms. ***, because [redacted] is a third party vendor, you will need to contact them directly to process your claim. You can find the information to process a claim at [redacted] travelinsurance.com and go to the "file a claim tab". 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 Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2014/06/18) */ Dear [redacted] The Revdex.com has shared with us your correspondence regarding your recent experience with CheapTicketsI understand you are upset that you were marked as a no show for your flight to Rome on June 3, I appreciate the opportunity to review your account, and respond to you On behalf of CheapTickets, I would like to apologize for any frustration this has caused After further research, we do show when you called in on June 3, 2014, you advised that you thought you had purchased the reservation to depart on June 11, 2014, and not June 3, Please know, CheapTickets has confirmed your reservation history in our website logs, as well as the underlying airline reservation systemWe have found June 3, to be the original travel date selected It is the responsibility of the CheapTickets member or the person using the account on the member's behalf to confirm all travel specifications before completing the booking processThroughout the booking process, the website recaps the selections made by the customerWithin minutes of the booking, CheapTickets also generates a 'CheapTickets Travel Document' email confirming the flight dates, flight numbers, and timesOur customers may review their booking at any time in their online 'My Trips' profile [redacted] , when you contacted CheapTickets on June 3, as it was already so close to the departure time of 10:40am and check in for the flight had already closed, [redacted] Airlines marked you as no-show for their portion of the ticket; therefore, the value of the ticket was lost As we do not show this was a CheapTickets error, we did request a refund for the taxes of the reservation, as the whole ticket was non-refundableWe show the amount of $per adult ticket and $for the child's ticket, a total of $355.10, was refunded on June 10, 2014, which will appear back to the card within business days We wish our response could be more favorableWe appreciate your business, and hope you will continue to use CheapTickets in the future for your travel needs Sincerely, [redacted] CheapTickets Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted cheaptickets at they told me to call [redacted] When I called them they told me to contact cheapticketsDuring this whole process valuable time was wasted because no one wanted to take responsibility for itI either wanted to change the time of the flight or the date and I would have paid the difference of the ticket but cheaptickets took to long to try to help me out and that put me into a no show statusI just wanted to change my flight time or date my and was willing to pay the difference of the ticketsI believe they were notified in enough time where they could have allowed me to take the trip and not keep my $for absolutely nothingThat $is an insult and does not even come close to rectifying the situation Final Business Response / [redacted] (4000, 9, 2014/06/23) */ Dear [redacted] Thank you for your response Please know, when you first contacted CheapTickets, as it was so close to departure time, the reservation was in airport control, and we were unable to make any changes to the reservation; therefore, we advised to contact the airline directlyThen when you called back we attempted to call them on your behalf and were advised you were tagged as a no show by [redacted] Airlines Sincerely, [redacted] CheapTickets Customer Relations Chicago, IL

April 25, 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 refund and exchange issues Our records show on March 18, 2017, Ms [redacted] self-booked a flight and car package reservation via booking number [redacted] with travel dates as March 20, to April 1, in the amount of $2,We understand from Ms [redacted] ’s complaint, due to poor service provided by the Orbitz a change to her return flight could be processed in time which resulted in the loss of the amount paid for the flightThe customer also stated she was charged more for the car reservation than what was paid to the car rental company and is requesting a refund Upon researching the customer’s complaint, we can confirm on March 24, 2017, when Ms [redacted] brought this matter to our attention, Orbitz advised her per the airline’s fare rules, a $change fee plus any difference in rate was needed in order to change her return flightMs [redacted] agreed and while the agent proceeded to look for available flight, the customer ended the call We can also confirm, on March 29, 2017, Ms [redacted] contacted customer support to proceed with the flight change but requested to only pay for the change feeOrbitz proceeded to advocate on the customer’s behalf by contacting [redacted] Airlines who approved an even exchangeMs [redacted] was transferred to an [redacted] Airlines agent to proceed with the exchange Further research shows, on April 1, 2017, Ms [redacted] stated the exchange never took placed and the issue was escalated to a customer service supervisor who proceeded to contact [redacted] Airlines once moreThe airline advised Orbitz, since the flight was not taken, the customer was tagged as a no-show therefore, no exchange could be providedMs [redacted] was also advised at the time of booking, that once a car rental is picked up, no refund can be provided for an early return Orbitz’s acts only as a third party intermediary for airlines, hotels and car rental companies and must abide by the terms and conditions set by that particular vendorOrbitz must abide by the fare rules provided by an airline as well as car rental vendorsBased on the information provided above, we are unable to honor Ms [redacted] request for compensation 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

Dear Mr [redacted] Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns Please know that we are taking into consideration the information you have provided, and what was provided by the property We certainly regret you feel that you did not receive the exact room type you reserved; however, the property has advised that the room received is a Deluxe room type that would be the same rate The property has declined to offer a refund as the stay was completed, and Orbitz has been charged in full Mr [redacted] as a gesture of our sincerity for any disappointment this caused, the future travel voucher was offered as a form of compensation, and we would not be able to grant your refund request of the voucher at this time We do hope that you do decide to utilize your future travel voucher for a future booking We do appreciate your business, and hope that we have the opportunity to serve you in the future Sincerely, Charlotte [redacted] Orbitz Customer Relations

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

Dear Mr [redacted] , The RevDex.com has shared your recent correspondence pertaining to your refund request on Orbitz locator [redacted] due to a death of a family member I appreciate the opportunity to review your account and respond to your concernsUpon reviewing Orbitz locator [redacted] , I do show a hotel reservation was reserved on January 17, at the [redacted] District via our online services The booking confirmed was a nonrefundable rate for a chedate of February 27, for two nights Upon further review of your booking, I do show that you contacted us on January 20, requesting to change to a different hotel property It was advised that the booking confirmed was associated with a nonrefundable rate, but our agent contacted the property on your behalf to see if they would make an exception so that you could rebook the new preferred property Our agent contacted the property, and the cancellation for refund was declined This information was conveyed to you by our agent, and a supervisor was requested Our supervisor advised again that the rate confirmed was nonrefundable, but contacted the property a second time on your behalf Unfortunately, the property again declined the cancellation for refund No changes were made to your reservation at this time Mr [redacted] , our records indicate that we were not contacted any further regarding this issue; however, a credit card dispute was received from your bank The dispute was not accepted as this was a valid booking, and the cancellation policy was advised prior to confirming the reservation, and during our phone conversations Mr [redacted] , your concerns have been thoroughly reviewed, and we are not showing that a death to a family member was mentioned to either agent in January If a customer is requesting the cancellation of a nonrefundable booking due to medical emergency or due to a death, the property will require that the medical documentation and/or death certificate be provided for their review before a refund will be considered We certainly regret your continued disappointment in our services, but Orbitz has been charged in full by the property, and we are unable to grant your refund request Sincerely, [redacted] Orbitz Customer Relations

I tried to make reservations/booking on my mobile, and had difficulties, after several failed attempts, I tried my laptop, and failed several times, I then called customer serviceeverything seemed to go well, but immediately after, I went online to verify everything, and saw that the price for the airline and motel was now, $cheaper(on their own website) I called the customer service rep back, and was told I would need to cancel the original reservations and rebook the new reservation, which I did I was told that I would not be charged as the original booking was denoted as PENDING Two days later, I see a refund of 2/the amount I (wasn't supposed to be charged), and no notes or line items on my statement about the remaining amount I contacted customer service, who confirmed that I should not have been charged, but then she back tracked and said it was policy to chargeso I tried to get her to admit she (and the original representative), was WRONG, when they told me I would not be charged After getting nowhere with her, I asked to speak with a supervisorIt has been minutes on HOLD I have written two reviews in that time, ate lunch, had coffee, watched tv, while I am still waiting ALSO, I have tried to submit the claim for a price match to receive the $credit on future travel, (which I will never use now, as ORBITz is a no go for now on), but was denied, and told everythingI mean, they cut and paste the price match policy but didnt identify what exactly my claim was missing I had included the screenshots, and the booking/itinerary numbers, and everything is identical, dates, times ,flight numbers, hotel, check-in/check-out, number of guests, etc ALSO, when I first called customer service, I rec'd two calls, which I didnt answer, because I was on the phone both those calls, and the ten other calls in the last two days, has been robo calls ,and sales calls for vacation packages how did they start calling me, then? coincidence? I think NOT

January 26, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint she is unhappy about not being able to purchase a flight at the price advertised along with site errors encountered when attempting to finalize her reservation.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityWe regret if the customer felt the prices were not competitiveAirfare is only guaranteed once the purchase has been completed and the tickets have been issued.When a customer makes a purchase, Orbitz applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from OrbitzWe regret that the customer was inconvenienced by recent charges when attempting to book their flightsTypically, our system authorizes a small amount to ensure that the credit card is validOnce we receive that authorization, we forward the information to the airline so that they may charge the customer directly for the flights.We apologize for any inconvenience this lapse in time may have caused Ms [redacted] We would also like to apologize for the customer service issues experienced in trying to obtain confirmation of her reservation and its associated chargesWe would like Ms [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our membersWe are able to confirm that on January 4, a call was made into our customer serviceThe agent was able to confirm the reservation with the airlines and send an email to the customer confirming the outbound flightWe again, sincerely apologize for the confusion.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

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ Dear Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to the [redacted] lobby not being open upon your arrivalOn behalf of Orbitz, we do apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns Upon reviewing your account, I do see that when you arrived at the [redacted] their lobby was closed as they do not stay open hoursThey do have a guest phone at the property entrance for guests to be able to access the property after hours Ms[redacted] Due to your confusion, I have processed a refund in the amount of $back to the MasterCard used to confirm the bookingPlease allow to business days for the refund to processWe do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations

March 16, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding his flight reservationWe understand from the customers complaint he is requesting to change his reservation.Our records indicate on January 5, the customer self-booked a round trip flight reservation for one travelerThe customers flights were operated by [redacted] , departing from Charlotte, NC to Milan on January 15, and returning on April 11, 2017.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 providersBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a reissuance fee of $per passenger would be chargedIn addition, the customer would be responsible for any difference in fareOur records reflect that there has been multiple calls from Mr [redacted] starting on February 3, in regards must follow the airlines specific fare rules while exchanging the ticketThe customer must be charged the full difference in fareIf the customer is charged a “small amount” of the difference the airlines will not allow the ticket to be reissuedWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availability.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

Initial Business Response / [redacted] (1000, 5, 2014/04/02) */ Dear Ms [redacted] Thank you for contacting Orbitz regarding your recent hotel booking and the problems you encountered with the rate of your bookingOn behalf of Orbitz, I sincerely apologize for this disappointing experience During the booking process, Orbitz presented to you the amount you would be charged for your booking, which was $USDAll prices on our website are listed in USD unless otherwise notedYou agreed to this price, and that is what Orbitz charged you Orbitz negotiates rates with hotels and these rates are not available for the public to bookThe negotiated rates for hotel inventory available for booking on our site is confidential financial information that only Orbitz and that specific hotel's management team are to have knowledge of, is not available to the public, and was disclosed to you by the hotel in error Regrettably, Orbitz is not in a position to issue you a refund for the amount that was agreed upon during the booking processAs a gesture of goodwill, Orbitz has issued you a $promotion code to use on your next Oribtz.com prepaid hotel bookingOur promotion code is meant to emphasize our commitment to you and we remain hopeful you will continue using (BRAND) for your travel planning needs Here are the instructions for redeeming the promotion code: Your promotion code is [redacted] and is valid in the amount of $ When you make your next hotel booking on Orbitz.com, on the homepage, please add the promotion code in the space providedThis amount will be instantly deducted from the total cost of your booking Below are the Terms and Conditions associated with the Promotion Code: The Unique Promotion Code (UPC) is valid on qualifying prepaid hotel bookingsUnique Promotion Code is valid for one year from the date of issue The value of the hotel booking must be greater than the value of the promotion code Use of the Unique Promotion Code nullifies the eligibility for the Best Price Guarantee Program Ms [redacted] Orbitz values your business, and we look forward to serving you with your future travel planning needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/04/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Twice now I've used orbitz to reserve hotels and the hotel knows nothing about my reservation I've never had a problem getting my money refunded, however, their customer service is the worst If you can even get through, you can barely understand the person talking, they are rude and not helpful They will forward you to other areas of Orbitz and not explain why I will no longer use Orbitz when booking travel and instead use it as a search engine to find the best deal and then go directly to the airline or hotel, where you can actually reach a live person to help you with any issues Not impressed in the least I really liked the visa credit card and rewards they offer, but if I can't count on my travel plans, It's pointless, cancel the card and don't use them!

October 9, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: [redacted] Case # [redacted] Dear Revdex.com, Thank you for taking the time to contact [redacted] Incregarding 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 [redacted] , Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you [redacted] , Incis responding to the consumer complaint from Mrs [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records reflect on April 1, you accessed Orbitz.com and self-booked itinerary # [redacted] for a Hotel Collect reservation at the [redacted] Downtown Hotel to check in October 6, and checkout October 8, Although we see the reservation was processed to the hotel, they reported not having recorded the reservation We regret the inconvenience this matter caused and if you would provide your receipt (or tie itinerary number if you rebooked through Orbitz) so that we can validate the cost of the hotel you stayed at, we will provide a credit for the additional cost you incurred, due to the reservation not being honored by the hotel Please provide the new hotel information through the Revdex.com rebuttal process Once we receive the requested information, we will provide the credit and send confirmation by response to your rebuttal 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 Corporate Customer Service

August 8, 2015. I booked two NON-SMOKING rooms through Orbitz with the Microtel in Amarillo, TX. We arrived to find Orbitz had booked us into SMOKING rooms. I have come to understand that this is a standard practice. I don't care what their fine print says, Orbitz shouldn't have done it and rejected the booking. I ended up going to another hotel and still had to pay Orbitz. This also makes wonder about the BBB.

May 8, Revdex.com Orbitz.com - Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz, Incis responding to the consumer complaint from Mrs [redacted] (Revdex.com case number [redacted] ) regarding an insurance question Our records reflect on March 12, the customer accessed Orbitz.com and self-booked package itinerary [redacted] for two round trip flights departing May 14, from Houston, TX to Las Vegas, NV, returning May 18m and a stay at SLS Las Vegas a Tribute Portfolio Resort for corresponding dates The customer also added a travel and protection plan which can be reviewed by a link to the terms and conditions on her itinerary The policy does allow for a one time cancellation for any reason with a refund of any airline penalties Orbitz regrets that the customer received incorrect information regarding her cancellation options To clarify; the customer’s airfare is eligible for the option to cancel at any time, per the terms of her insurance contract and she would be refunded any airline penalty In this case her penalty is the full price of the airfare, as the airline will not hold any credit for a future flight if she cancels The policy does stipulate that she must cancel prior to her departure date As her reservation is currently still active and no cancellation has been done, she would need to cancel it prior to the May 14, departure date If the customer decides to contact Orbitz and cancel her reservation and she encounters any issues with the reservation being refunded in full, she may ask to be escalated to a supervisor and also provide this case number; “O-151090“ and ask the agent to read the case notes I will notate the case with all information the agent needs to provide the refund for both the hotel and the airfareWe apologize for the inconvenience this matter has caused our customer 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, Roseanne Giles Tier Corporate Customer Service

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 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] A [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Mr [redacted] complaint he is requesting a refund for a flight reservationOn 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, the customer self-booked a roundtrip flight reservation using Orbitz.com for one travelerThe flight reservation that was purchased was operated by a low cost carrier, [redacted] Air ShuttleThe customer’s flights were scheduled to depart from Copenhagen to Nice departing on April 12, 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 providersAs 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 cardWe 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 confirmedThe customer wanted compensation for his flight reservationWe apologize for the inconvenience this may have caused youOnly the airline can made changes to these types of flightsThese changes are not related to the type of ticket that the customer bought or the company that the customer bought fromAirlines rarely tell travel agencies why they make a changeIn addition,Orbitz website also advises our customers to confirmed their online itinerary and check the flight status hours before departure, by contacting the airline directlyBy contacting the airline, customers are prepared for such changes which are, regretfully, out of the control of OrbitzBased 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 directlyOrbitz is unable to handle any cancellations or changes for [redacted] Air Shuttle flightsAs 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service