Orbitz Refused to give refund after flight was cancelled.

Thank you for reading my report. 

The airlines have always had the policy that if you purchase tickets from a 3rd party, all refunds will need to come from the 3rd party. we called the airline and they cited this. Orbitz owes the refund and is refusing to issue. The airline we used already informed us that we are deserving of a refund. 

Orbitz only acts as an agent on behalf of the airlines.  I suggest you contact the airlines since you are the passenger and request a refund thru them directly.  Most airlines will try to assist you with your refund if no alternative flight was offered.

Thank you for reading my complaint.

Please note that I am complaining directly about Orbitz, not American Airlines. I understand now that I will never do business with Orbitz, but my complaint is still valid.

When I purchased my tickets from Orbitz, they clearly stated that if my flight were to be canceled, I would be offered the choice of booking another flight or receiving a full refund. Since Covid19 Orbitz has been quick to change its policies as it best suits its revenue. They are not honoring the agreement or the Department of Transportation. 

Yet another reason why you always book directly through the airlines.  As you should have read that entire link....

What if I purchased or reserved my ticket through a travel agent or online travel agency?

The refund/reservation requirement for airlines does not apply to tickets booked through online travel agencies, travel agents, or other third-party agents. However, these agents are free to apply the same or similar procedures to provide equivalent or similar customer service.

If you purchased your ticket through an online travel agency (or other agent), you should contact the travel agent directly to obtain a refund before contacting the airline.

In other words since you bought the ticket through a 3rd party you are not entitled, nor are they required to provide a refund.  You can say whatever you want, but the reality is that when you purchased the tickets you agreed to their terms.  If they eventually issue you a refund...great. But they are not required to.

Good Luck