Orbitz

Dear [redacted],
Thank you for the follow-up response. Again, I do apologize for your continued disservice with Orbitz. We certainly empathize with the inconveniences you encountered. However, we feel that Orbitz disclosed all correct pertinent travel information regarding your itinerary at the time of booking.
As Orbitz is a US based company; all the fares on our website are in USD unless otherwise noted. The reservation was canceled and refunded, minus the refund penalty.
As the funds for the tickets are with WestJet and not Orbitz; we are unable to honor your request to have the refund penalty refunded.
[redacted], thank you again for allowing me to review this with you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Cunsumers, beware of an innovative scheme that Obitz uses to scam you, probably without you even being aware of it! The following is what happened to me just last month, March 2015:

After comparing prices on three websites, I selected some air tickets on Orbitz. The advertised price was $568.00. so I began the booking step by step. When it was time to pay, the price suddenly became $638.00, with no explanation, no warning... I was very confused and puzzled, and "stupid", thinking that the extra was for taxes. A few days later, I realized that was a fraud!

In one word, Obitz uses the advertised price as a "bait", once you are in the process of buying, they would charge you a lot more than the price listed! Most consumers are probably as unsuspecting as I was, so they can take us for a ride and get away with it !!!

I have communicated with Orbitz about this incident. They refused to admit any wrongdoing, saying their investigation found no "error" in this case. Of course, it was not an error for them. I am afraid their system has been designed in such a way so that they can do what I described above.

I sincerely hope other consumers will NOT make the same mistake that I made. Do not be too trusting of Obitz! Check the final price charged carefully and if the price has been raised, stop, and go to another website!

November 30, 2016Revdex.comComplaint Department – OrbitzRe: 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 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] (Revdex.com case number [redacted]) regarding a car reservation. We understand from Ms. [redacted] complaint she requesting a refund of recently purchased car reservation.Our records indicate on October 6, 2016 the customer purchased a hotel and car package. They self-booked a car reservation with Orbitz. The customer reserved a Jeep Compass or similar with Hertz Car Rental. The car was due to be picked up on November 5, 2016, in Fort Myers Beach, FL and returned to the same location on November 10, 2016.As an effort to advocate on the customers behalf Orbitz contacted Hertz Car Rental. They were able to verify that the reservation was not able to be used therefore Ms. [redacted] would not be charged for the reservation. As of November 30, 2016 a full refund of the car reservation amounting to $215.68 was processed to the original form of payment. The amount of time it takes the customer to receive the funds depends on the customers banking institution.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,[redacted]Tier 3 Customer Service

May 4, 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 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 you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Mr. [redacted] complaint he is requesting a refund of the unutilized hotel reservation. On May 4, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 14, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at The [redacted] Gateway, checking in on April 15, 2016, and checking out on April 16, 2016.From the customers complaint we understand that she is requesting a full refund of her unutilized hotel 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 providers. Based on the hotel cancelation policy agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.”Our records reflect a call being made into Orbitz customer service on April 14, 2016 in regards to canceling and refunding the reservation due to a site error changing the dates of the reservation. Since Orbitz is a third-party intermediary, we had to contact the property manager to request a refund of the reservation. Due to the agent not being able to speak to a hotel representative we were unable to process a refund of the hotel reservation.We apologize for any inconvenience this lapse in time may have caused Mr. [redacted]. We would also like to apologize for the customer service issues experienced in trying to obtain a refund of the hotel reservation. We would like Mr. [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.We appreciate the customers thoughtful comments, and we're sorry we disappointed Mr. [redacted]. We rely on customers like Mr. [redacted] to provide us with the information we need to continue improving our services. On May 4, 2016 as a one-time courtesy full refund of the hotel reservation being processed to the customers original form of payment totaling $202.27. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] credit card company to process refunds.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,[redacted]Tier 3 Customer Service

August 12, 2016Revdex.comComplaint Department – OrbitzDear 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 you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation.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 Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.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,[redacted]Tier 3 Customer Service

I have just spoken with a supervisor at Orbitz to positively no resolution. I attempted to book a flight today online and the website tells you after enter ring all of your information that the booking could not be completed and to try again every few minutes which I did and found that my credit card was charged 1300.00 5 times one for every attempt. I never got the flight and now 7000.00 is tied up with Orbitz NO FLIGHT and no resolution and now I am unable to book a flight because all my funds are tied up!

I called Customer Service for help booking a one-way flight for my 17 year old child, which I was not allowed to do on the website. We already had tickets on the same flight and I wanted to make sure he would be on the same flight. The agent told me I would need to cancel the prior reservation and that then he could start over. While I was on the phone with him cancelling, he told me that the price had gone up in the 20 minutes we were on the phone. He would not honor the original price we would have paid had the website allowed it. And even worse, when I checked my credit card statement the next day there was a charge for travel insurance they did not cancel when the flights were cancelled! Very poor customer service.

August 23, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]
Dear Revdex.com,Thank you for your response.  We have reviewed the new information [redacted] provided to further address his concerns.Our records indicate that on June 27, 2016 the customer self-booked round trip flight for three passengers on Orbitz.com. The customers flights were operated by United Airlines, departing from Fort Lauderdale, FL to Newark, NJ on August 7, 2016 and returning on August 14, 2016.Orbitz discloses both during the booking process and on the customer’s purchased itinerary that seat assignments are not guaranteed and some airlines may charge for customers to select their seats prior to travel. After reviewing the customers confirmation email online account states that he must contact the airline to confirm specific seat assignments. Furthermore on the confirmation email it states, “Seat assignments, special meals, frequent flyer point awards and special assistance request should be confirmed directly with the airline.”Mr. [redacted] contacted Orbitz customer service on August 3, 2016 to request seats for him and his wife to sit together. In an attempt to advocate on the customers behalf our agent contacted United Airlines to request specific seats. The airlines advised that there were no seats available at that time and for Mr. [redacted] to request the specific seats at the airport. Due to this we are unable to offer any compensation to Mr. [redacted].If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear Mr. [redacted],   Thank you for your response.   On behalf of Orbitz, I would like to apologize for your continued disappointment.   Please know while [redacted] Airlines advised that you had rebooked a new ticket using the money from the canceled flight you had booked with Orbitz, they did not provide me with any information regarding your flight details such as dates , times, or flight numbers.   Mr. [redacted], we do value you as a customer; therefore, as a onetime courtesy we have processed a refund for the $200 you were charged to use your credit. The refund will appear back to your account within 3 to 5 business days.   If you have any further questions or concerns, please let me know. Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

April 29, 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 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 you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted] complaint she is requesting a refund. On April 29, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on April 3, 2016 the customer booked a hotel reservation for two travelers. The customer purchased a one night hotel reservation at [redacted] North, checking in on April 9, 2016, and checking out on April 10, 2016.We have confirmed the hotel reservation was booked as a pay later reservation; the hotel was the merchant of record, i.e. the company that charged the customer’s credit card. Per the hotel policy that was agreed upon during the booking stated “Cancellations or changes made after 3:00 PM local hotel time, Saturday, April 09, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.”Our records reflect the customer calling Orbitz on April 9, 2016 to obtain a refund for her hotel reservation. Since [redacted] is a third-party intermediary, we had to contact the property manager to request a refund of the reservation. The hotel representative advised our agent that they were unable to authorize a refund at that time.As of April 29, 2016 Orbitz contacted the [redacted] North in regards to a full refund for the unutilized reservation. The hotel advised that per their documentation the customer called on the morning of check in on April 9, 2016, to request a late check in time. The hotel approved the request for the customer. They also advised that Ms. [redacted] called them back at 10:00pm on April 9, 2016 to cancel the reservation. Due to the cancelation policy agreed to upon booking they were unable to authorize a refund of the reservation.We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However 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 customers. We 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 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 Mr.
[redacted]
The RevDex.com has shared your recent correspondence pertaining to
nonrefundable tickets.  We certainly
regret to hear of your disappointing experience, and appreciate the opportunity
to review your account and respond to your...

concerns.I
understand that you had tickets on United Airlines were requesting a refund due
to court appearance.  On May 14, you
contacted Orbitz Customer Service about cancelling your booking and were
advised by Orbitz Customer Service your ticket is nonrefundable, and the fees
involved to make changes.  At that time,
you did not make any changes to your bookings. 
On May 21, you cancelled your booking. The
tickets reserved were nonrefundable.  The
nonrefundable rules apply, no matter how far in advance the booking is
canceled.  Please understand that this is
the airline rule no matter if your ticket was reserved via Orbitz, or with the
airline directly.  The fare rules are
given and must be agreed to prior to reserve your reservation, and as a travel
agency, we are required to follow these rules as well. 
Orbitz
received your dispute in the form of a Pending Chargeback, and we defended it
with the bank stating that the customer is responsible. We have not heard back
from the airline, whether the bank accepted or rejected the claim.  Mr. [redacted] you will need to contact the
airlines to check on status of your claim.
Mr.
[redacted] we regret to hear you were not able to travel, but we are unable to
offer a refund of your ticket.  Orbitz is
being charged in full by United Airlines due to the dispute. 
Sincerely,
Luisa
[redacted]Orbitz
Customer RelationsChicago,
IL

August 18, 2016Revdex.comComplaint Department – OrbitzRe: 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 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] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint he is unhappy about the price difference between what was shown on the computer and his mobile app.Our records reflect that between July 29th and July 30th 2016 the customer self-booked five hotel reservations for two travelers using Orbitz website. Mr. [redacted] purchased a one night hotel reservation at Excellence El Carmen- Adults Only All Inclusive, checking in on November 14, 2016, and checking out on November 20, 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 providers. We utilize a live inventory system for our hotel reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. Though we attempt to update the our website as quick as possible there may be a price discrepancy due to the purchases/cancelations that are associated with our vendors. We regret if the customer felt the prices were not competitive.As prices will fluctuate, Orbitz offers our Best Price Guarantee promotion as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. We are able to confirm that the customer was refunded for two of the five reservations due to the customers Best Price Guarantee claims being approved. At this time we are unable to offer further compensation to Mr. [redacted].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], The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you are upset to...

find that your credit from a canceled trip has already expired. I appreciate the opportunity to review your account, and respond to your concerns. After reviewing your reservation under record locator [redacted]; I do show per the terms and conditions placed on the ticket by [redacted] Airlines; you had to rebook and commence travel by March 22, 2016.   However, I would like to resolve this more to your satisfaction. We value you as a customer, and as a gesture of goodwill, Orbitz has issued you a $273 USD future travel voucher (this is the amount of your credit minus the $200 penalty fee. The voucher is to be used toward your next Orbitz.com prepaid booking. We remain hopeful you will continue using Orbitz for your travel planning needs. Here 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 [redacted]@customercare.orbitz.com. Please reference case number [redacted] and my letter offering the $273 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until March 23, 2017. Ms. [redacted], thank you for allowing me to review this with you. Your business is truly appreciated, and we hope to have an opportunity to serve you in the future with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

August 26, 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 that the customer did not accept our response and/or resolution offered.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint they are unhappy about the inconveniences experienced at the airport while attempting to check in for their flight.After further review of the customer’s account we able to confirm that no calls were made into Orbitz due to this inconvenience. At this time we are unable to offer any compensation as the customer was able to fully utilize her reservation.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

I received several promo emails for $125 off a package. The date in the email said it was good through 9/30/2015. On 7/30/2015 I attempted to book a package with the code and was told it had expired.

I attempted to contact Orbitz but there was nothing on their site. I DM'd them on [redacted] & received an email that I would hear back in 24 hours. I waited 5 days & didn't hear anything so tried on [redacted] & replying to email.

On [redacted] they said they responded already. In the email they said the marketing dept didn't get back to them. They said that the email was wrong but would give $125 voucher. I asked what else they could do since they 1) did not get back to me within 24 hours & seemed as if they were ignoring me and 2) they lied that an email had been sent within 24 hours but never was.

They continued to argue with me that nothing could be done. I asked for a supervisors email and was told supervisors do not have emails & was given a phone number. I asked several more times for an email & was finally told that supervisor emails could not be given out, yet another lie.

I was told that "personal information" could not go over email but on [redacted] was told I had to be emailed since there may be "personal information" needed yet another lie.

I asked them several times to stop emailing me since they were of no help yet they continued to email. It appears my third request has finally stopped the harassment.

They practice deceitful marketing ploys by having one date in the email but not honoring it on the website plus they lied not once but three times. Not to mention, continuing to harass the customer after they were asked to stop.

Initial Business Response /* (1000, 5, 2014/09/11) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the Comfort Inn Colby charging you for a second room due to your pets. On behalf of Orbitz, we apologize for this disappointing experience,...

and appreciate the opportunity to review your account and respond to your concerns.
Please know that I have contacted the Comfort Inn Colby on your behalf as you should not have been charged again to move you to another room due to your pets. I have spoken to the manager, and he has apologized for the confusion, and has refunded your credit card for the extra charges they made at the time of your check-in.
Mr.[redacted] we apologize again for any confusion, and as a gesture of our sincerity, Orbitz would like to offer you a $50 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here 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 [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $50 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until September 11, 2015.
Mr.[redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding when you canceled the flight to Mumbai, Orbitz booking number [redacted], you were advised you would receive a full refund for...

both tickets; however, you only received a refund for your wife’s ticket.  You are requesting a refund for the other ticket in the amount of $746.81. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Upon further research, we have confirmed on January 30, 2016, you contacted Orbitz to cancel the flight reservations. At that time the assisting representative cancelled the flight reservations and submitted a refund request to [redacted] Air for only one of the tickets. This is why you only received a refund in the amount of $839.91 for your wife’s ticket.   Please know as the representative only requested the refund for one ticket, Orbitz has processed a refund for your son’s ticket. The refund amount of $521.81 will be processed by [redacted] Air, and the remaining refund amount of $225.00 has been processed by Orbitz, for a total of $746.81.   Furthermore, as a gesture of sincerity for your disappointing experience we have added a $100.00 Electronic Travel Coupon to your Orbitz account. This is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package.  The coupon will appear in the booking path for your next qualified reservation, and it is valid until December 31, 2016.   We appreciate your business and hope you will continue to use Orbitz in the future for your travel needs.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

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]

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]

July 5, 2016
"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 you.
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We 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 website. Travel was on [redacted] Airways, departing June 17, 2016, from London Heathrow, England to Dublin, Ireland, returning June 19, 2016, for one passenger. Hotel accommodations were at the [redacted] Hotel, checking June 17, 2016, for two nights.
Upon further research, we were able to confirm on June 17, 2016, the customer contacted Orbitz to cancel the hotel portion of their vacation package reservations. At 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 booking. At that time, the hotel reservation was cancelled and a refund in the amount of $290.55 was refunded back to Ms. [redacted] original form of payment.
Additionally, 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 reservation. Ms. [redacted] tickets were under the control of [redacted] Airways at that time, and Orbitz no longer had access to make changes due to this. As such, Ms. [redacted] was referred to contact [redacted] Airways directly for assistance.
On 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-refundable. The 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 ticket. In fact, travel agencies are rarely informed as to why the changes are made. Typically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issues. Orbitz regrets any inconvenience that you have experienced as a result of this booking. Because we were not notified of any subsequent changes, we were unable to notify you proactively and act as your advocate with the airlines. It is our highest recommendation that you continue to pursue this matter directly with [redacted] Airways.
Please 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 airline. We 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 select. Please read these additional terms and conditions carefully. In 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 website. You 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 services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
You 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 violation.
Given the above, we are unable to offer the customer any additional compensation.
We 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 needs.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Tier 3 Customer Service