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Family's airline tickets accidentally canceled

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Orozcos were in a bind when their airline tickets were accidentally canceled so they called 3 On Your Side. (Source: 3TV) Orozcos were in a bind when their airline tickets were accidentally canceled so they called 3 On Your Side. (Source: 3TV)
Amanda says SmartFares.com said her credit card was decline three times. (Source: 3TV) Amanda says SmartFares.com said her credit card was decline three times. (Source: 3TV)
Amanda said her card has always worked and besides, that $346 was on her bank statement. (Source: 3TV) Amanda said her card has always worked and besides, that $346 was on her bank statement. (Source: 3TV)
The Orozcos got a refund and the trip of a lifetime. (Source: 3TV) The Orozcos got a refund and the trip of a lifetime. (Source: 3TV)
(3 ON YOUR SIDE) -

A Phoenix family says their Christmas vacation was almost ruined all because their airline tickets were accidentally canceled.

Dominic and Amanda Orozco say their recent Christmas trip to Colorado was definitely a memorable one.

“A lot of the Colorado family actually purchased a lot of his snow gear and got ready for him because they're making it a big deal because he's coming,” say Amanda. 

“We want to take him sledding and everything,” says Dominic.  

But it's a trip that almost didn't happen.

“All of a sudden, our flights got canceled and I felt like we got scammed out of our Christmas,” says Dominic. 

The couple says their problem started when they booked their airline tickets through an online company called SmartFares.com.

“The cost of this we thought was a good deal, good on our budget was $346,” says Amanda. 

After charging the Orozcos $346, SmartFares sent the couple their flight confirmations.

But, about a week before departure, Amanda and Dominic had trouble printing up their tickets.

“And it said, 'Flight status canceled' so that's when I knew something was wrong and that's when we felt our hearts drop,” says Amanda. 

Amanda immediately called SmartFares.com for an explanation.

“They told me that my card had declined three times,” Amanda said. 

Amanda argued that couldn't be true. Her card has always worked and besides, that $346 was on her bank statement.

In a pinch, the Orozcos say they were forced to purchase tickets directly from the airline and paid about $178 more.

That’s when 3 On Your Side got involved.

SmartFares.com apologized for the inconvenience and agreed to not only refund the Orozco’s $364 but they also paid the additional $178 for the pricier tickets.

"The same day that I contacted 3 On Your Side, I got a callback and it meant a lot to us because we didn't have anywhere else to go," says Amanda. 

SmartFares was great to work with. They jumped right in as soon as we contacted them and made things right and I appreciate that.

Copyright 2017 KTVK (KPHO Broadcasting Corporation). All rights reserved.


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Gary HarperGary Harper is the senior consumer and investigative reporter for 3 On Your Side at KTVK-TV.

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Gary Harper
3 On Your Side

With more than 20 years of television experience, Gary has established himself as a leader in the industry when it comes to assisting viewers and resolving their consumer-related issues. His passion and enthusiasm have helped him earn an Emmy for Best Consumer Reporter from the National Academy of Television Arts and Sciences. He’s also garnered several Emmy nominations

He has negotiated resolutions with companies of all sizes, including some of the biggest corporations in the nation.

Gary has successfully recouped more than $1 million for viewers around the state, making 3 On Your Side one of the most popular segments on KTVK and the station's Web site.

He's best known for investigating and confronting unscrupulous contractors. In fact, many of his news reports have led to police investigations and jail time for those who were caught. Viewers, as well as the companies and people he investigates, regard him as consistently being thorough and fair.

Gary has been with KTVK-TV since 1997. Prior to his arrival in Phoenix, he worked for WZZM-TV in Grand Rapids, Michigan, where he was as an anchor and reporter.

Gary is from Chicago, but launched his television career in Lubbock, Texas, after earning a broadcast journalism degree from Texas Tech University. Following his graduation, he was quickly hired by KLBK-TV in Lubbock, where he enterprised and broke numerous exclusive reports. His aggressive reporting in Texas helped garner him Best Reporter by the Associated Press.

Gary has been married since 1994 and is the proud father of two sons. When he's not helping viewers, Gary is busy catching up on his favorite college and professional football teams as well as cheering on his beloved Texas Tech Red Raiders.

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