Navigating online travel bookings can often feel like a minefield.

As travellers find the best deals for their holidays, there's a potential for costly errors lurking behind every click.

This was a hard-learned lesson for one man whose simple mistake while booking a flight resulted in a headache that lasted for eight months.


Melbourne resident Scott Mitchell's ordeal began when he attempted to book a last-minute United Airlines flight through Booking.com.

He made the booking on behalf of his son's partner, who wanted to join a family trip to the United States.

Mitchell did not receive a confirmation email and booked the same flight again.

He then discovered that both bookings had been processed and charged under his account.


'I checked both Booking.com and United Airlines return policies to make sure if there was a double booking, they were refundable,' Mitchell recounted.

United Airlines quickly identified the double booking and issued a refund within 24 hours.

However, the refund did not make it back to Mitchell's bank account.

Instead, the funds were held by Gotogate, an online travel agency that processes bookings on behalf of Booking.com.

Rather than returning the money to Mitchell, Gotogate opted to issue a travel credit.


Mitchell has been pursuing a refund from Gotogate for eight months—sending emails and engaging with countless chatbots and customer service representatives.

He then decided to get help from Consumer Champion advocate Adam Glezer.

Glezer then emphasised the difficulties often faced when seeking refunds through third-party agencies.

'It's been an absolute disaster and a game of cat and mouse,' he stated.

'If you book through a third party and there are issues with refunds, more often than not, it's going to be a lot more problematic than when you book directly.'


Booking.com expressed regret over Mitchell's situation.

The company stated that customers need to request refunds based on the airline's terms and conditions, which must be authorised.

'Flights offered on Booking.com are via our flight partner, Etraveli and their brand, Gotogate,' a Booking.com spokesperson stated.

'When a customer books a flight on Booking.com, the booking process transparently shows that Gotogate provides the flight reservation and that customers enter an agreement with our partner.'

'In addition, the detailed terms and conditions as well as fare rules by the airline are also provided before the final booking and payment step,' they concluded.

Despite Booking.com's response, Mitchell swore never to use a third-party service again and will instead book directly in the future.


If you are planning a holiday soon, here are some tips to help you avoid similar pitfalls:

• Always double-check your bookings before finalising any travel arrangements. Ensure that you have received a confirmation email or notification. If you don't, contact the company directly before attempting to rebook.
• While third-party websites offer convenience and better deals, booking directly with airlines or hotels provide more straightforward customer service and resolutions.
• Understand the terms and conditions of your booking, including cancellation policies and refund procedures. This could be crucial if something goes wrong.
• Keep a record of all correspondence, transactions, and confirmations related to your booking.
• If you encounter problems, feel free to reach out to consumer advocacy groups or seek legal advice if necessary.

Mitchell's story is a stark reminder that in the digital age, a click can cost thousands, and the road to a refund can be long and winding.

As you plan your next trip, take these lessons to heart to ensure your travel budget is spent on making memories.
Have you ever faced a similar situation with online bookings? How was it resolved? Share your experiences in the comments below.