And so I kicked up a fuss about that response, so they sent me a different one, this time without the surname, which suggests that maybe they know I am posting this on FT .

It still sucks though...

30th November 2006

Customer Relation Reference:102158841

Dear Mr xxx

Thank you for your recent correspondence relating to itinerary xxx

We sorry to learn that the airline requested paper tickets. Expedia.co.uk
operates with a live reservation Global Distribution System that is linked
directly to the airline and it was them that advised us that the tickets in fact
were E-tickets.

As regards the change of schedule time, and carrier, the airline is at liberty
to make these changes at any time

Please be advised although you purchased your flights through Expedia.co.uk, it
is in fact the airline that takes the costs of your flights directly. We only
act as an agent on behalf of the airline. Because of this, we have to apply for
a refund directly from the airline. A full report has been made and sent to the
airline. Please be aware that the airline will be contacting you directly. From
our experience, this usually takes between 6 to 8 weeks.

May we take this opportunity to offer our most sincere apologies of any
inconvenience caused.

We trust that this clarifies the situation and assure you of our best intentions
at all times.

Yours sincerely

Gillian
Customer Relations Department
Expedia.co.uk