I have had these guys haunt me twice because of their poor customer services. Once because I did not recieve a booking confirmation and recently (dec 2010) when I was charged for a timed out booking. They have no clue about what their finance deptt is up to, the CSR reps make false promises on refunds and its been 02 months since they have been promising refunds. They owe me over 40K on this failed booking, which too was a result of some glitch in their system (when I hit the payment button, it said page timed out but still charged me).
So I think in spite of them having a sizeable market share in terms of this service, their organisation is poor at handling such issues. You try speaking to a manager and there will never be one available. I think other than suing them, there is no way left for me to get my money back.
My advice, use their services only for domestic travel, I booked international and got big money stuck.