My parents booked a holiday with Expedia for flights and hotel. When they got to the airport for the return flight they were told that the flight had been changed to that morning, so they had missed it. They were forced to stay another night, costing around £250.

They've complained to Expedia who claim that they left voicemail messages (both before and after departure) on my parents home phone and sent emails, as well as informing the airline to tell them of the change when they flew out. Obviously none of the messages were received (except one voicemail which was left when they were already away). In addition, Expedia admit that they used the wrong email address, despite having emailed to confirm they were changing their records to the correct address months before the holiday. Expedia claim that they could not contact the hotel (which was booked through them at the same time as the flights) as their schedule change team don't do that.

All Expedia are offering as compensation is £50 vouchers. As my parents never want to use them again, this doesn't help much. Does anybody have any ideas or should they just try the ombudsman?

Many thanks for any help people can offer