Penalised for inadvertently booking and paying twice for a holiday

tussylucille

I was trying to book a holiday and was experiencing all manner of issues with the site accepting my card. It told me I was timed out so I went back.in and rebooked and paid. Unbeknown to me the first attempt was successful. This ended up with me booking the same holiday within seconds of each other and being charged twice. The company are saying they are now only going to give me a partial refund under their T& C's cancellation policy. Thoughts please???

eskbanker

How long did it take you to notice the duplication and to advise the company?  Who is it?  Did both bookings include all traveller names, e.g. for flights?

tussylucille

Within minutes I noticed but spoke to company the next day. The company is Exottica. Yes included flights times etc

tussylucille

First of all Exottica said it had only taken for one payment but to check my bank account. I did and saw two payments for exactly the same amount had gone out so contacted Exottica again. They then told me I had incurred a penalty for cancelling as tickets had already been issued. 

eskbanker

tussylucille said:

First of all Exottica said it had only taken for one payment but to check my bank account. I did and saw two payments for exactly the same amount had gone out so contacted Exottica again. They then told me I had incurred a penalty for cancelling as tickets had already been issued. 

If they'd only taken one payment then why would they have issued two sets of tickets!

Anyway, looks like they're ABTA members, so go through Exottica's own complaints process and then escalate to ABTA if unresolved.

tussylucille

Thank you for that I will