Gary McLean saved for years to be able to afford a trip of a lifetime to Japan.
But his plans were thrown into chaos when an online glitch meant he ended up with two identical bookings on the same flight costing £3176.
He called me in after German airline Lufthansa blamed him for the error and would only refund £330.
Gary, 21, said: “My dream trip has become an expensive disaster I now can’t afford to go on. I used 21st birthday money and savings. Now my bank account is in overdraft.”
He was due to travel from Glasgow to Tokyo via Frankfurt for 10 days in July next year with student pal Amy MacKenzie, 20.
Gary, an apprentice process engineer, said: “We planned to do five days in Tokyo then head to Osaka and have day trips to Kyoto and Nara.
“I couldn’t believe Japan was finally in my sights.”
He booked online on November 10 but noticed the £1588 payment was still pending from his bank account after four days, then it disappeared completely.
Gary, of Camelon, Falkirk, said: “I’d never booked flights before. But I could see the payment was no longer live at my bank.
"I assumed it had been cancelled by Lufthansa. I didn’t want to lose out as the flights were a good price, so I redid the booking on November 14.”
But two days later, both payments, totalling £3176, came off his account leaving him overdrawn.
Gary said: “I immediately cancelled the second booking and called Lufthansa. I didn’t think there would be a problem given what had happened.
“But they would only refund the fees and taxes, not the seat price. They claimed they were entitled to keep £1258 as their policy was that unless a double booking is cancelled within 24 hours the seat prices are non refundable.
“I couldn’t believe it.
“I questioned how their systems could possibly take the same booking for the same people with the same passport details on the same flight.
“But they were having none of it. Please help.”
I got on to Lufthansa, based in Frankfurt, and I’m delighted to report that in the true spirit of Christmas, it refunded Gary.
A spokesman said: “As these are identical bookings for the same people, we will initiate a full refund now. We regret this was not offered from the beginning and don’t know why the amount for the first ticket was not withdrawn correctly.
“The booking system allows a second booking on the same flight with the same name.
“This happens from time to time on a single flight and is perfectly normal.
“As soon as a passenger receives a booking confirmation, they hold a contract for the purchased flights.
“But we understand why in this case the passenger booked the flights once more.”
Delighted Gary added: “You’ve made my Christmas. I can’t thank you enough.”
