Refund request – unable to cancel within 24 hours due to an Orbitz malfunction

Hello,

I am contacting you regarding a reservation made on your platform. In accordance with your 24-hour cancellation policy, I attempted to cancel my tickets within this timeframe. However, the reservation did not appear in my Orbitz account, making it impossible to proceed with the cancellation.

This technical issue prevented me from exercising a right clearly stated on your website. I would like to remind you that, in accordance with Directive 2011/83/EU on consumer rights, as well as the general obligations applicable to intermediary service providers, the professional must provide a compliant service and cannot charge for a service that was not made accessible.

Furthermore, when a 24-hour cancellation policy is advertised, it becomes contractually binding. The fact that your platform did not allow me to use this feature constitutes a contractual and technical failure, for which you are responsible.

I was charged the full amount of the tickets even though I attempted to cancel them immediately. These tickets will not be used.

I therefore request a full refund of this reservation, in accordance with your legal and contractual obligations.

Orbitz itinerary number: 733027****2002

Proof of debit attached.

Thank you for promptly confirming the handling of my request.

Kind regards,

Inès Cardot