Empress Travel and Cruises

I am writing to clarify the facts in this situation mentioned in the above referenced complaint I have the paperwork to back up the facts if you would like copies.Ms [redacted] 's traveling companion bought a non-refundable air ticket, throu h our company, on [redacted] They were traveling with a group to ScotlandMs [redacted] 's co??panion could not get a passport, which is required in order to get back into the U.S., so he was forced to cancel his air ticketMs [redacted] asked if we could get a refund which we attempted to do on he behalflcelandair, to our surprise, was willing to refund $We advised Ms [redacted] to expect t f e refund of $to her credit cardWe put through the refund via our airline automation system for $'{'/hen the refund was processed by lcelandair, they gave Ms [redacted] a full refund of $A few weeks later, lcelandair came back to us asking us to collect $from Ms [redacted] because the?? made an error in refunding the full amountWe went back to Ms [redacted] , explained what happened, and she acknowledged she received a larger refund than was expectedWe then charged her credit catd for the amount due of $and paid it to [redacted] If Ms [redacted] has a complaint with a company, it should be with [redacted] I We did what were are legally and contractually obiigated to do unaer the rules set by the Airline R??pofitirig Corporation regarding issuing airline ticketsThere was no error on our partPlease call me if you would like to discuss this further or require any further documentation

I am writing to clarify the facts in this situation mentioned in the above referenced complaint.  I have the paperwork to back up the facts if you would like copies.Ms. [redacted]'s traveling companion bought a non-refundable air ticket, throu h our company, on  [redacted] They were...

traveling with a group to Scotland. Ms. [redacted]'s co??panion could not get a  passport, which is required in order to get back into the U.S., so he was forced to cancel his air ticket. Ms. [redacted] asked if we could get a refund which we attempted to do on he behalf. lcelandair, to our surprise, was willing to refund $313.37. We advised Ms. [redacted] to expect t f e refund of $313.37 to her credit card. We put through the refund via our airline automation system for $313.37. '{'/hen the refund was processed by lcelandair, they gave Ms. [redacted] a full refund of $587.87. A few weeks later, lcelandair came back to us asking us to collect $274.50 from Ms. [redacted] because the?? made an error in refunding the full amount. We went back to Ms. [redacted], explained what happened, and she acknowledged she received a larger refund than was expected. We then charged her credit catd for the amount due of $274.50 and paid it to [redacted]  If Ms. [redacted] has a complaint with a company, it should be with [redacted] I We did what were are  legally and contractually obiigated to do unaer the rules set by the Airline R??pofitirig Corporation  regarding issuing airline tickets. There was no error on our part. Please call me if you would like to discuss this further or require any further documentation.