Urgent Advice Sought: Lastminute.com

Puja_2

Last Friday, I booked 5 flights via the Lastminute.com/mastercard website for London to Mumbai return. These flights were advertised as 'Business class' on the site Because the price was VERY cheap for a business fare (£300) I even phoned their flight hotline number to confirm they were indeed business class. I was told they were.

I went ahead with the entire booking process, and paid for the flights with my Mastercard. Within minutes I received the confirmation email from Lastminute, which clearly showed the flight details, timings, and class, as being Business.

However, upon receiving the tickets on Monday, I have discovered that the flights are actually economy class. I phoned lastminute.com (call centre abroad) who called the airline, and have confirmed that they are economy class.

I queried the matter, and have been told that someone will get back to me , and that they have 'escalated' the issue. However, it is Wednesday and I have still not heard from anyone. I phoned them again this morning and they still have the same answer.

I phoned trading standards on Monday when I discovered this mis-selling, and I believe they have since made Lastminute.com take the mentioned flights off the website.

I know that £300 is a good fare for Mumbai, whatever the class. But surely, an agent is not allowed to sell a product in this way by totally misleading the customer?

I want to know whether I have any grounds for further complaint, or do I have to just accept the economy class flights as they stand?

If I do have a case, who should I complain to? I cannot even get hold of a lastminute.com rep in the UK, the call centre staff refuse to give my any other contact numbers/details.

I would be very grateful for any advice.

Much appreciation,

Puja

richardw

Did you really expect them to be business class? Nobody sells a long haul business class seat for GBP300.

Caveat Emptor!

dixie_dean_2

If it is, as you said it is, then you can of course complain, as that would be blatant misselling, and pretty much lying. You can start by trying abta, but trading standards would also help

Consumer Affairs Department
Association of British Travel Agents Ltd
68-71 Newman Street, London W1T 3AH
Email: consumer.affairs@abta.co.uk
Telephone: 020 7637 2444
Facsimile: 020 7636 8971

Voyager2002

I hope you kept a screen shot of the page giving product details, so that you have clear evidence that the tickets were described as being something that they were not. As mentioned above, ABTA, ATOL and Trading Standards are all likely to take an interest. You could also contact your credit card company and ask them to do a charge-back: this would make Lastminute.con sit up and take notice, but you run the risk of having to buy a completely new set of tickets.

You should also ensure that the airline know the whole story (if you telephone, ask the person who answers to write details of what happened in your passenger notes) and if possible show them your screen shot or confirmation e-mail. The airline is not responsible, but they just might decide to give you an upgrade.

Actually, it is possible to believe this offer. When I was planning a trip to India last year you could buy Premium Economy flights to Mumbai on BMI for next to nothing.

tranmererovers

richardw wrote:

Did you really expect them to be business class? Nobody sells a long haul business class seat for GBP300.

Caveat Emptor!

I disagree, I have just flown First Class (Excel One) with Excel Airways to Barbados for £229 return.

nelly_2

tranmererovers wrote:

I disagree, I have just flown First Class (Excel One) with Excel Airways to Barbados for £229 return.

Yeah but you was the pilot :rotfl: :T :rotfl:

Lucie_2

Puja wrote:

Within minutes I received the confirmation email from Lastminute, which clearly showed the flight details, timings, and class, as being Business.

If this confirmation email shows your booking details & confirms business class, then I would suggest you keep going at lastminute.com to get a result.
As to how you get hold of them??!! You're going to have to be persistent & hope it pays off. Don't let them fob you off on the phone & insist you want to speak to someone else.

Puja_2

Thank you for your replies.

As yet have not heard anything from Lastminute.com.

Yes I have taken screen shots showing the business class fare, (on Monday just before Trading Standards made them take the flight off the website) booking process, and flight details. I also have the actual itinerary they sent me in the confirmation email which also states business class.

I will also contact ABTA/ATOL and see what they have to say about the matter.

Thanks all once again for your help.

pin

If you booked by credit card, I would also contact the credit card company.

However, saying that, £300 to Mumbai even in econ is pretty damn good!! Could you possibly provide more details about the airline and offer as I would be tempted to go in econ for that price!

richardw

tranmererovers wrote:

I disagree, I have just flown First Class (Excel One) with Excel Airways to Barbados for £229 return.

That is really a premium charter class, not a business scheduled class.

littlereddevil

lastminute.com are so awful aren't they.I have never had success with them and they are so hard to get hold of totally ignoring you most of the time