Orbitz

Complaint: [redacted] I am rejecting this response because:I would like Ms [redacted] to explain to me how a customer can find rates for an itinerary at $online, on the Orbitz website, but the customer service agent, SIMULTANEOUSLY can only find a ticket for $1200?!?! And of course, I am not able to use the credit myself by booking online, I have to book through an agentHow convenient hat the rate jumps by 100% when you speak to a person va booking onlineAlso, one of your agents, if you listen to the recorded phone call you keep for 'quality assurance purposes', told me I needed to call [redacted] Canada to potentially get a better rate! If I had access to the credit online, I would have used it to book online, on my own, and not had to deal with your customer service at allThe fact that I'm getting fleeced for $because I have to book through one of your agents is criminalMy husband and I book multiple trips a year for ourselves and my parents Unfortunately, you have lost us as customers, and I will warn anyone about using Orbitz for any of their travel needsRegards, [redacted]

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, the customer self-booked round trip flight for three passengers on Orbitz.comThe customers flights were operated by United Airlines, departing from Fort Lauderdale, FL to Newark, NJ on August 7, 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 travelAfter reviewing the customers confirmation email online account states that he must contact the airline to confirm specific seat assignmentsFurthermore 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, to request seats for him and his wife to sit togetherIn an attempt to advocate on the customers behalf our agent contacted United Airlines to request specific seatsThe airlines advised that there were no seats available at that time and for Mr [redacted] to request the specific seats at the airportDue 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 Customer Service

Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding there were schedule changes made to your flights that affected your travel plansI appreciate the opportunity to review your account and respond to youOn behalf of Orbitz, I sincerely apologize for the disappointing experience.Please know your schedule changes were initiated by Etihad AirwaysOrbitz has no control over the airline's schedule changes, cancellations, or flight delaysHowever, we take every step possible to ensure that our customers are re-protected on the best flights available provided by the airlinesOrbitz is unable to put travelers on alternative airlines, and must go by the rules and restrictions set by the carriersThe flight options we offer are those the airlines have provided to us.When you purchased your ticket, you were charged directly by Etihad Airways for your transportationYou agreed to their terms and conditions, and to their Contract of CarriageAll airlines reserve the right to change their schedules at any time, with or without notice During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsI have copied a portion of the terms below: Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriageTimes shown in timetables or elsewhere are not guaranteed and form no part of this contractCarrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessity Schedules are subject to change without noticeAfter reviewing your reservation history, I show the flight from Abu Dhabi to Mumbai was originally scheduled to arrive Mumbai at 2:AMDue to the schedule change made by Etihad Airways; the flight was changed to arriving at 2:AMThe airlines require that you have four hours to make the connection in Mumbai With the 6:AM flight; you would not have the four hours needed to make the connectionSo you were moved to the next available flight which was at 10: AMI have attached a screen shot for you to review.Unfortunately, all airlines have schedule changes; and you really only have two optionsAs the airlines change their schedules and move their aircraft, you can agree and fly on the new schedule the airline has authorized, or you can request to have the tickets refunded as an unacceptable flight optionShould you choose to have the tickets refunded, you are then on your own to rebook new flights that will be more desirable for you, at the prevailing fareSchedule changes on all carriers are frequent, and as a travel agency, we must abide by the rules set forth by the airlines [redacted] I do see you are a loyalty member with a current balance of $In the appreciation for your continued business and support, I have placed $loyalty points in your accountOur Loyalty program is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsThe current balance on this account is now $121.19, and these are available for you to use immediately toward a prepaid qualifying hotel booking[redacted] thank you for allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, Jeanna [redacted] Orbitz Customer RelationsChicago, IL

July 8, Revdex.com Complaint Department – Orbitz Re: Orbitz Itinerary #: ***- [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 cruise reservations The passenger booked their cruise online at 929pm on 6/21/At 930pm on 6/21/the passenger accepted the invoice which clearly stated that she has booked a day sailing on [redacted] of the Seas departing on 7/29/By accepting the invoice the passenger also accepted the sail date, itinerary, costs associated with the booking, and cancelation policies for both [redacted] Cruise Line and [redacted] Group/Orbitz Cruises The passenger then called in days later on 6/24/at 628pm stating that the online system booked the wrong dateHowever, all clients must choose their sail date themselvesThe system cannot randomly choose a sail date for themFurthermore, prior to submitting payment, the website gives a vacation summary outlining the ship, sail date, charges, and cancelation policiesThe client must accept these terms in order to submit paymentBecause the client accepted these terms once online prior to submitting payment and again minute later when they received their invoice, we cannot accommodate their wishes as it was user error, not a system glitch or agent errorThe client also called in on 6/30/after her initial escalation call to confirm that the spaces in the last names were there, once again accepting the date she originally booked No changes were made to the booking by [redacted] Group/Orbitz CruisesThis indicates that the client simply did not review her booking properly before submitting payment and accepted the invoiceIf the client had called the day of booking and requested to change the date, the cruise line would have been able to accommodate without penalty as they do generally allow same day changes without penalty If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Customer Support

April 11, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear [redacted] did not accept our response and/or resolution offered.Per the customers complaint we understand that the customer is requesting a refund due to the inconveniences experienced while attempting to change his reservationWe would like to apologize for the inconvenience you have experienced, and our regrets that we are unable to offer you a more satisfactory solution to this problemIt is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.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 [redacted] was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itinerary.After further reviewing the customers flight reservation we are able to confirm that the customer was able to change his reservation directly with the airlinesDue to this the customer was able to fully use the reservationDue to this we are unable to refund the customers reservation.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

July 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 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 reservationsWe understand the customer is requesting a full refund for her hotel reservations Our records indicate that on July 4, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations were at the [redacted] , checking in July 4, 2016, for one night Upon receipt of the complaint, Orbitz advocated on the behalf of Ms [redacted] with the hotel; who authorized a full refund of her reservationsAs such, on July 25, 2016, Orbitz processed a full refund in the amount of $back to her original form of paymentThe amount of time it takes to receive a refund depends upon the length of time it takes for her credit card company to process refunds Please accept our apologies in regards to Ms [redacted] recent travel experienceWe regret any inconvenience that may have occurred and would like to assure her that her business is important to usDespite her recent experience, we encourage her to continue to use Orbitz for her future travel arrangements 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 Customer Service

Dear Ms [redacted] , Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns Please know that Orbitz does partner with [redacted] , and we provide technical services I am unable to view or have access to your booking information; however, I am able to see the emails you are referring to On May 21st, it was advised that your credit card had expired, and the refund would have to be issued in the form of a check I do see your response, stating that you will acknowledge receipt of the check once it has been received, but I am not showing any further correspondence on this email Ms [redacted] , you refund request in the amount of $has been granted Your billing address has been verified, and a check will be issued and forwarded to that addressYou will need to allow to business days for a check to be issued and receivedThank you again for the opportunity to respond to your concerns Sincerely, [redacted] Orbitz Customer Relations Tell us why here

August 30, Revdex.com Chicago, Illinois Complaint Department 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 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 the Orbitz account We understand Mr*** is requesting that Orbitz close his accountOn August 26, 2017, we received receipt of the Revdex.com complaint Our records reflect on June 11, 2017, the customer contacted Orbitz cancel the reservationThe customer advised that he did not authorize the charge for the bookingOrbitz advised the customer to contact his financial institution to dispute the chargeThe customer requested to close his Orbitz account In reviewing the account, Orbitz is currently working on the customer’s requestThe customer would be contacted once Orbitz is able to close the accountPlease note at this time, no new reservations will be able to be booked using the customer’s account We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, [redacted] Corporate Customer Service

January 9, 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 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 you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding Collision Damage Plan insurance purchased on November 20, We understand from Ms [redacted] complaint that she is requesting a refund for the insurance purchased in the amount of $due to Europcar not providing a rental vehicle Or records indicate that a refund in the amount of $was refunded to the original form of payment, on December 26, The credit will appear on the original form of payment within 7-business days Again, thank you for allowing us the opportunity to address your concernsIf you have any further questions or concerns, please don’t hesitate to contact us Sincerely, [redacted] Corporate Customer Service

Dear [redacted] The Revdex.com has shared with us your correspondence regarding your recent Orbitz experienceIt is my understanding you are upset with the service you received when contacted Orbitz regarding a name correctionI 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 Each airline provides Orbitz with their own set of rules regarding name corrections, including if they are allowed and if they charge a fee for the correctionIn this case, [redacted] Airlines has stated name corrections are not allowed if there is another carrier on the ticketUnfortunately, as [redacted] Airlines was also on the reservation, [redacted] Airlines would not allow Orbitz to process a name correction to your reservation ***, it is the responsibility of the Orbitz member or the person using the account on the member’s behalf to confirm all travel specifications before completing the booking process Orbitz is explicit in the importance of reconfirming the traveler and itinerary selections Throughout the booking process and prior to the final selection, the website recaps the selections made by the member The traveler name is highlighted above the purchase button on the final ‘Review and purchase’ page Please know per the fare rules placed on your ticket by [redacted] Airlines the reservation is non-refundable; therefore, Orbitz is not in a position to process a refund for your reservation Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we would like to offer you a $future travel [redacted] to be used towards your next Orbitz.com bookingOur [redacted] 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 [redacted] : 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 $ [redacted] 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 5, ***, we wish our response could be more favorableWe 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

Complaint: [redacted] I am rejecting this response because: The time it took for the staff to find out about the other airline's possibly was frankly a little ridiculousI had already called the other airline and learned about the policy within a few minutesThere was nearly no wait timeI am not sure why it took so long for Orbitz to find out the same thing, and made me not want to work with a middle person in the future Also your staff does not have the right training and gave me incorrect infoA total waste of my time Sincerely, [redacted] ***

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] **

Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to your refund for your airline ticket on Spirit Airlines I appreciate this opportunity to respond to your concernsIt is my understanding you made a booking on December 30, on Orbitz’s website for an airline ticket on Spirit Airlines However, you go on to say you made the booking in error On December 30, you contacted Orbitz Customer Service to cancel your airline ticket Because Spirit Airlines does not allow for Orbitz to cancel or modify existing bookings, the Orbitz Customer Service Agent, advised you that you will need to contact Spirit Airlines to cancel your booking As an agency, Orbitz needs to abide by the airlines cancel policies I apologize for any inconvenience this may have caused Today on your behalf, I contacted Spirt Airlines and spoke to a Spirit Airlines’ agent The Spirit Airlines’ agent advised me that your booking has been cancelled and ticket has been refunded for the full amount on December Per Spirit Airlines allow to days for the refund to processMr [redacted] thank you for bringing this matter to our attention We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and servicesSincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Dear Ms***,The Revdex.com has shared with us your recent correspondence regarding your Orbitz experienceIt is my understanding that you intended to book a ticket for your daughter; however, the ticket was booked in your nameI appreciate the opportunity to review your account and respond to you.On behalf of my colleagues at Orbitz, I sincerely apologize for this unfortunate situation.Please know it is the responsibility of the Orbitz member or the person using the account on the member’s behalf to confirm all travel specifications before completing the booking process Orbitz is explicit in the importance of reconfirming the traveler and itinerary selections Throughout the booking process and prior to the final selection, the website recaps the selections made by the member The traveler name is highlighted above the purchase button on the final ‘Review and purchase’ page, along with a link to change the traveler name, if necessary.The ‘Review and purchase’ page presented Miriam [redacted] as the traveler and you agreed to book the ticket The booking could not have been consummated without your explicit agreement to the fare rules Once the airline confirms your reservation and a ticket has been issued, Orbitz confirms the ticket number, traveler and itinerary details to our members in a ‘Travel Document’ email, which is typically sent to you within hour of you completing the booking.Ms***, certainly mistakes can happen, particularly on the Internet If a mistake is brought to our attention within hours of the booking, Orbitz may have the ability to void the ticket sale In this case, the sale has been reported to the airline and Orbitz cannot change the passenger name.While I recognize your disappointment, Orbitz is unable to comply with your request for a name change All airline tickets are non-transferable and once issued, airlines do not allow passengers to change names on tickets As a travel agency, Orbitz is a distributor of tickets for the airlines and is required to apply the rules and restrictions of the airline carrier.Nevertheless, we do value you as a customer, and while we cannot provide you with a refund for the ticket, as a gesture of sincerity for your disappointing experience we would like to offer you a future travel voucher in the amount of $to be used on your next Orbitz.com bookingOur 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 [email protected] Please reference case number [redacted] and my letter offering the $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 December 7, 2016.Ms***, we wish our reply could be more favorable Please be assured that Orbitz values your business and we hope to have a future opportunity to restore your confidence in our service and products.Sincerely,Shalon ***Orbitz Customer RelationsChicago, IL

Dear Mr [redacted] Thank you for the follresponseAgain, I do apologize for your continued disservice with OrbitzWe certainly empathize with the frustration, and the inconveniences you encountered Mr [redacted] please understand at the ti [redacted] Cancun was confirmed, there was no notification that the property would close because of renovations As with airlines, hotels are also subject to relocate customers under unforeseen circumstances as in your caseThis decision was made by [redacted] Cancun and not by Orbitz Furthermore, the hotel options offered are similar properties with higher star ratings and sa [redacted] amenities as [redacted] Cancun Orbitz can provide the three options below, that includes a full refund for your booking Option # – Paradisus Playa Del Carmen La Esmeralda located in Playa Del Carmen, MexicoOption # – Paradisus Cancun located in Cancun, MexicoOption # – Refund for six airline tickets and four hotel bookings pertaining to Orbitz confirmation numbers - PBORB7567295144, [redacted] , [redacted] & [redacted] The total refund amount is $ Mr [redacted] if you can please advise your preference from the above three options provided, I will be happy to assist with your bookingPlease know that Orbitz is doing all possible to assist with your bookings Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence pertaining to a refund request in the amount of $for incidentals I appreciate the opportunity to review your account and respond to your concernsI found that tickets were booked on November 9, on Orbitz’s websiteOn January 11, Orbitz Customer Service was contacted, and changes were made to the booking, and new tickets were issuedOn March 30, when you checked in for your flight, you were advised that your return flight was canceledFurthermore, you pur***d new tickets for your return flight on [redacted] Airline, because your original flight was sold outI apologize for any inconvenience this may have causedUpon further review, we found that your return flight was canceled in errorAt this time, we are unsure how this unfortunate situation occurredWe acknowledge that we canceled your return flight in error, and we sincerely apologize for not meeting the high standards we have setMs [redacted] , we refunded the new tickets that were pur***d with [redacted] Airlines, in the amount of $ Furthermore, you were issued a voucher in the amount of $that was surrendered on May 12, per your request However, this is all the compensation which we will offerWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, [redacted] Orbitz Customer RelationsChicago, IL

Dear Ms [redacted] Upon reviewing your reservation history, I see that you made reservations on our website on November 3, During the booking process, we display banners on each screen noting the courtesy cancellation policy, which states that bookings can be cancelled before 10p CST the following day On November 4, you cancelled your booking after 10p CST and the reservation could not be refunded because you had missed the deadline I apologize for any inconvenience this may have caused On November 9, you contacted Orbitz Customer Service regarding your cancelled booking and were told that in order to reuse the ticket, there are penalty fees associated with the making changes You go on your credit was not applied to your new booking Please understand when you have a cancelled ticket, you need to contact Orbitz Customer Service to apply the credit to the new booking, with $airline change fee, Orbitz $ service fee and plus any fare difference The fare rules are given and must be agreed to prior to booking your reservation, and as a travel agency, we are required to follow these rules as well Nonrefundable tickets cannot be refundedNevertheless, we do empathize with your situation, and we are happy to waive our $service fee normally charged for ticket exchanges, and I have documented your reservation accordinglyHowever, we are required to collect the $airline change fee plus fare difference, if applicable, at the time of the exchangeMs [redacted] while I understand your disappointment; our records show that the proper information was provided to you We wish our reply could be more favorable Please be assured that Orbitz values your business, and we hope to have a future opportunity to serve you.Sincerely,Luisa [redacted] Orbitz Customer RelationsChicago, IL

Dear Ms [redacted] , Roman","serif The Revdex.com has shared your recent correspondence pertaining to your refund request in the amount of $for Itinerary number [redacted] On behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concernsUpon reviewing your account, our records indicate on February 1, 2016, you reserved a [redacted] Way flight reservation using the self-service tool on the Orbitz.com websiteTravel was departing on [redacted] Airlines, departing April 9, 2016, from Atlanta, Georgia to Los Angeles, CaliforniaOn April 10, 2016, the customer is traveling on [redacted] Airlines, departing from Los Angeles, California to Atlanta, Georgia, for [redacted] passengerUpon further research, we were able to confirm that you did contact Orbitz to cancel your flight reservations for a full refundOn February 4, 2016, a refund in the amount of $was refunded on the Orbitz Flight Protection On February 12, 2016, Orbitz processed a refund in the amount of $for the flight portion of the itinerary back the original form of paymentThe time it takes for you to receive a refund depends on how quickly your credit card company processes refunds Ms [redacted] , thank you again for the opportunity to review your account and respond to your concerns We do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations Tell us why here

Tell us why here...January 18, Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department Re: 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 Brett [redacted] (Revdex.com complaint [redacted] ) regarding a refund requestOur records show on December 20, 2016, Mr [redacted] booked an Orbitz.com airline reservation via booking number [redacted] , with a trip start date of January 26th, We understand from Mr [redacted] complaint, he was not advised of the correct price of the ticket and this caused him additional feesMr [redacted] claims he did not agree to purchase the tickets at the total charged price of $MrMr [redacted] is requesting a refund for the amount of the booking due to the issues caused by wrong information provided and fees he has received from his financial institutionWe have proceeded to process a full refund of $This has been documented on the customer’s Orbitz accountOrbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Mr [redacted] desired outcome, Orbitz considers this matter closedWe 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 usSincerely, [redacted] Tier Customer Service

June 22, Revdex.com Chicago & NIllinois Complaint Department Re: Orbitz Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our responseIt is never our intent to mislead or to cause inconvenience to our customers, and we are truly sorry that Mr [redacted] was put in this positionUnfortunately, we feel that no compensation is due on this occasion, and would again like to offer our apologies for any disappointment caused as a resultAgain, 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 usSincerely, [redacted] Corporate Correspondence Team