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Ebookers.com / unfair and possibly dishonest?

1 United Kingdom
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I have bought from ebookers a pair of return flight tickets from Manchester to Rio at 9.30pm on Tuesday 9/9/2009. Shortly after I have found that the same ticket was cheaper elsewhere (eg, at lastminute.co.uk and expedia.co.uk). No problem, I thought, for ebooker offers a "Best Price Guarantee".

The next morning I phoned them and was asked to say where I had found a cheaper offer. I mentioned expedia.com, the ebookers representative checked expedia's website and told me "yes, print this out and send it to us", which I promptly did. The email went to them at 12pm.

However, and contrary to what I heard in that first phone call, there was a problem with that expedia.com offer: the first leg of the return flight (Rio to Paris CDG) was two hours earlier than in my ebookers reservation, in which I hadn't specified any preferred time (route, airline and class were the same).

Ebookers wrote to me saying that the first printout was no good at 10.37pm, 25 five hours after my initial booking. I then sent them another printout (this time from lastminute.co.uk, which I had also saved when I realised the price difference), in which every single detail of the trip was EXACTLY as in my purchase. Then their answer was "as you're sending this more than 24 hours after your booking, no refund".

The refund I was expecting should be of 192 or 476 pounds, depending on what other price the ebookers one was compared to.

In my opinion, ebookers has been unfair. Whether they have also been dishonest, that is something I'll leave for you to decide.

Va

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