It's wet. You're bored. You're idling on the office computer and happen upon the website of Expedia urging you to "let yourself go". Which you do, with the effort of a few clicks and your credit card details. The UK's largest online travel agency is a mightily seductive place on a chilly autumn day, but beware. Should your plans alter it can be an unpleasant adventure trying to get your money back. Elias Redstone booked two tickets for an Iberia flight to São Paulo in January, then had to cancel one of them. Expedia promised a refund minus an administration charge but, eight months on, Redstone had still received nothing. An Expedia operative explained that the process would take "three billing cycles" and that since it was entirely automated no human hand could speed it up.

Meanwhile, Mark Avis has been mourning a substantial portion of his savings after he had to cancel a flight, car and hotel booking. He had bought cancellation insurance but was none the less told by Expedia that he was not entitled to a refund. Repeated emails brought no response until he was informed that he would have to ring the rather expensive call-centre number. Eventually it was conceded that some money was owed to him, but weeks have passed without a word.

Worryingly, Expedia tells me that Redstone's claim was handled according to "standard operational procedures". However, a technical error prevented the request from being actioned and no one noticed. Thanks to the efforts of the press office Redstone now has his money back plus £100 in goodwill. As for Avis, he is rejoicing in £200 compensation and Expedia, fearful of the Guardian's disapproval, has hastily returned his money. Expedia explains that, in general, flight refunds can take up to 90 days because the transaction is handled by the airline in question.