Many thanks for your time on the phone earlier.
We were very sorry to learn of the problem you experienced on departure. As explained, we act as agent for the airline and had not been aware of this issue until now. We only ever sell seats on a confirmed basis, but some airlines do overbook as their previous experience indicates that a proportion of passengers won't show up.
As a result of your comments on the separate issue of online check-in, we will be looking at a solution which we hope will help emphasise that the airline reference on your confirmation, rather than our reference, should be used.
Many thanks again for your very helpful feedback.
Regards,
Dave
