LastMinute.com website bug/glitch - Please help

DilzOnline

Me and my partner booked a holiday with Last Minute to Dubai. Flights and hotel were included in this package and we only paid the 10% deposit.

When we made the booking we chose a SPECIFIC flight time to suit our needs.

However when we have come to checkout we noticed that the website automatically defaulted our flights back to the

recommended flight times which included a stop.

We called Last Minute within 5mins of the confirmation however they said they could not change the flights for us without incurring a cost.

They said they would need to investigate this issue and then get back to us.

 

It has now been over a month and all they can say is at the time of checkout the default flight was the one that was selected so there is nothing they can do. Which is correct however the issue still stands that at the time of selecting our flights the website had a bug which defaults the flights back to the recommended choice at checkout. Therefore not our fault we got those flights.

We decided to then to record a full video showing the glitch afterwards however every Last Minute employee keep dismissing the evidence. The twitter handler says that it is not a clear enough video which I think is insane.

Since I am new on here I cant post the link to the video unfortunately but below you can see the screenshots of when I click the flights LHR - Dubai International 

Then you will see at checkout it defaults to this connecting flights.

If someone needs the link I can send it to. 

Please see the attached files and judge for yourself. Do I have a point? Or am I fighting a losing battle.

 

Kind regards,

 

Dylan.

DilzOnline

Because I cant post the link I will post a picture of the link. Please manually type the link in your URL
Now that it is on youtube the quality has dropped quite a bit but atleast you can see the full video and cross ref with the picturs above 
 

headpin

If it defaults at the checkout, is this before or after you have accepted and paid (the deposit)? If before then you should have not proceeded. If after than LastMinute needs to stand behind THEIR error. 

However, if it is their error, then they probably have buried in their T&C’s that errors and omissions are excepted. In that case you should be offered a refund. Or, you just accept what’s on offer.

The_Fat_Controller

If the flights to Abu Dhabi with Etihad and the coach connection to Dubai appeared in the checkout page and that itinerary was presented before you paid, why didn't you just abandon the booking rather than continuing to pay ?

I don't think you have a leg to stand on.

Westin

I found the video unclear to follow but did wonder if the flight change is somehow connected to the voucher code you entered.  Was that specific to a particular listed trip?

Here is the direct link if others wish to have a look.
https://m.youtube.com/watch?v=iN9mJ5SKp8g&feature=youtu.be

DilzOnline

headpin said:

If it defaults at the checkout, is this before or after you have accepted and paid (the deposit)? If before then you should have not proceeded. If after than LastMinute needs to stand behind THEIR error. 

However, if it is their error, then they probably have buried in their T&C’s that errors and omissions are excepted. In that case you should be offered a refund. Or, you just accept what’s on offer.

So what happened first time I checked out without checking the final itinerary assuming I got the flights I selected so when i got the confirm email it said the connecting flights and I was confused because obviously I selected different flights. Thats why I went back again to test what happened and thens when I discovered at the time the website bugs and chooses the default flight once you reach checkout. Tested it 3 times afterwards and the same result. But when I test it today it works perfectly.

DilzOnline

The_Fat_Controller said:

If the flights to Abu Dhabi with Etihad and the coach connection to Dubai appeared in the checkout page and that itinerary was presented before you paid, why didn't you just abandon the booking rather than continuing to pay ?

I don't think you have a leg to stand on.

So what I am saying is the FIRST time I checked out I didnt look at the final itinerary as I assumed I got the flights I selected. Its only when I got the confirm email it then said you have some connecting flights. So I then thought there must have been error, so I proceeded to test the checkout processes again (hence the video) and thats when I realised there was an issue with the website. If I checked the final itinerary the first time I would have been able to spot the error before checking out.

DilzOnline

Westin said:

I found the video unclear to follow but did wonder if the flight change is somehow connected to the voucher code you entered.  Was that specific to a particular listed trip?

Here is the direct link if others wish to have a look.

The voucher code was just for any package over 1.5k you get 100 off.
At the time I tested the same process about 3 times and one of the times I left out the voucher code and it was the same result. But then the day after I test the same process and it works normally. That is why I believe it was an issue with the site at the time. 

The_Fat_Controller

Hope you enjoy your COACH connection from Abu Dhabi to Dubai !

DilzOnline

The thing is I am not even looking for a refund all I asked them for was to change my flights free of charge as it was an issue with the website at the time. Not sure if that is me asking for too much but I will only seek a refund of my deposit if the only option they give me is to pay extra to change the flights. 

DilzOnline

DilzOnline said:

Because I cant post the link I will post a picture of the link. Please manually type the link in your URL
Now that it is on youtube the quality has dropped quite a bit but atleast you can see the full video and cross ref with the picturs above 
 

Updated HD Link - https: // youtu.be/MzcUEGlgXqE

Ignore the image above please see the new link here. Just get rid of the space between / and Y.