I booked two return flights in error and was having difficulty getting a refund from the airline

Complaint

I booked two return flights in error and was having difficulty getting a refund from the airline. When booking the first flight I had provided an incorrect email address and as a result never received a booking confirmation.  Assuming that the booking had not been processed by the airline, I booked a second return flight.  The error was not identified until I realised that two payments totalling over £1,000 had been taken from her account. Despite contacting the airline on numerous occasions I was unable to get a refund for the unused second flight.

Result

  • The Consumer Council contacted the airline on behalf of the consumer and explained how the error had occurred and the impact this had had on the consumer both financially and emotionally. 
  • The airline looked sympathetically on the case and agreed to refund the unused flight as a gesture of goodwill.  The consumer received a full refund to the value of £645.96.