May 7, 2019 ******************************************************************************************************************************************* This is in response to the complaint we received regarding the booking number mentioned above. In the complaint Mr. ***** is asking for a refund for a ticket purchased through our website. Mr. ***** went onto our website on April 27, 2019 and purchased 3 round trip tickets departing ************************************* on May 18, 2019 returning May 22, 2019. After choosing the flights that he felt would fit his needs he was shown what we call the payment page, showing the flights that he chose at the top for review and then asking for traveler and billing information. The top of the payment page is shown below as Attachment 1 and Attachment 2 shows where he was asked to confirm the flights again before clicking the link to purchase. You can see that he was advised that he had chosen alternate dates. Mr. ***** contacted us after receiving his email confirmation and realizing that he had booked alternate dates of travel in error. He had not noticed that he chose these dates of travel offered at a lower fare. After some discussion our representative waived our policy and cancelled the reservation without any cancellation fees for a full refund. We have confirmed this with him once again during a phone call on May 1, 2019 upon receiving his complaint. We regret any inconvenience or frustration but appreciate the time and attention your office has given this matter. Sincerely