I shall try to keep this story brief as the details are tedious even to me – and it is my money that is at stake.
Last March I visited the EasyJet website and bought six flights to Menorca for ￡1,285.80. The promised e-mail confirmation didn't arrive, and on the “My EasyJet” page there was no record of the booking. So I went through the rigmarole of booking the tickets again. This time all went smoothly – until my bank statement arrived and I saw that EasyJet had pocketed the money twice.
Then began an e-mail correspondence with the EasyJet Customer Experience Team that is still going on, five months later. First they said it was my fault, as I had mistyped my e-mail address, and they owed me nothing. Then, after many protests from me, they finally agreed to repay the rather lower sum of ￡1,193.82.