It is exactly a year since the collapse of the leisure group XL, but around 9,000 customers are still waiting for refunds from the travel industry's ATOL compensation scheme.
Those who paid using a credit card thought they could also get their money back from their credit card company.
But in some cases they find neither their credit card company nor the compensation scheme will pay up, as each disputes where the responsibility lies.
Bob Howard talked to one frustrated customer, who is trying to get the money back for a family holiday in Florida, but feels she is just being batted back and forth between her bank and the compensation scheme.
This item was first broadcast on Radio 4's Money Box on Saturday, 12 September 2009.