7 On Your Side helps woman who double booked flight

SAN FRANCISCO (KGO) -- What looked at first like a simple computer glitch turned into a complicated problem for a San Francisco woman who turned to 7 On Your Side to make things right.

They say that in life, stuff happens. It just hurts more when it happens to you.

Carol Osorio booked a flight on Southwest Airlines for a friend whose father had just died.

Somehow Osorio got double billed for the same flight, and she thinks she knows how it happened.

"When I hit OK, you know, purchase, the screen went to the next page but it never showed the next page. It just sat there," she recalled

Osorio waited but the confirmation screen never appeared. "Clearly it didn't go through, right, so I went and did it again," she said.

Within hours, her friend took off for Detroit. The next morning, she noticed the double billing on her credit card statement but didn't worry.

Southwest told her the refund would be processed within 30 days. But 30 days passed and there was no refund.

"I had somehow picked a different return flight like when I went to book it the second time," Osorio said.

Southwest told her that because the bookings differed, it could not be considered a double booking.

She disputed the charge with Visa, who credited the money back to her account. Thirty days later, Southwest charged her again.

That's when she reached out to 7 On Your Side and we called Southwest. The airline said its customer service reps have the ability to see when something is done in error.

In this case, the incident went up the chain and the representatives on the ground were overruled.

Osorio received a full refund for the extra booking. "7 On Your Side rocks," she said.