Jack H.

I tried to purchase a flight and hotel package online yesterday. Made the choice and proceeded to the checkout. Put in all my payment details and it just crashed. Returned me to the choice screen displaying a message "couldn't complete this transaction at present but try later" something to that affect. I then decided to look on another website where I found something better for less and went for that instead. I then decided to check my bank account and low and behold ebookers had taken my money. Checked my email but nothing. I called them explaining what had happened. They apologised telling me no problem it will resolve itself after a few days and the money will be refunded. He also told me how much will be refunded which was only half the amount. When I asked him why so little he said just wait a minute and left me dangling for 10 minutes before getting disconnected. I then called again only to repeat everything again but this time I was told the amount they would refund in 5 to 10 days is just the hotel cost not the airfare and for that I would need to contact the airline directly. Which I did and after waiting for 20 minutes on a premium number was told they would not refund me as I did not purchase the alternative flight from them.

I now cringe at the thought of calling ebookers and going through that all again but if I want my money I suppose I'll have to. How can a company like this exist and why is there no 3rd party to whom I can complain and hopefully make these people accountable.