not sure what the law says in such instances. Hope someone can help me.

My uncle in his late 60's tried to book a BA ticket on Opodo and hit the "make booking" button, but never got to the confirmation page, the browser "hung". Patiently waited to get a confirmation email, which never arrived. He fired off an email to Opodo, asking for confirmation whether his flight was booked or not. 24 hours later and no response. He then called his credit card co, asked if there was an outstanding authorisation on his cc, but was told that no one attempted any purchase.

So, he safely thought that the booking was never made. he then purchased another ticket, but on a different airline, as the BA price went up.

2 weeks later, he gets the credit card statement and guess what, the Opodo charge was showing on it. now he has 2 tickets flying on the same dates.

Both opodo and the credit card company are refusing to refund the money, as he knowingly made the purchase. Several complaint letters have been sent to them, we asked Opodo to show us the confirmation email, but we got the complaint responses from them, but yet still no email detailing the flight details or PNR. And yes, we checked the Junk mail folder too. we still don't know what the PNR is.

What should I do? Is there a law that protects him in this case? I understand that there is no "cooling off" period for internet purchases for flights. Is there a law that I can quote in my next complaint letter? Who is liable to refund him, Opodo or the CC company?

Any help is greatly appreciated.
arpiuk