Lastminute.com only offering vouchers for refunds

Nebulous2

sarahh1703 said:

Hi,
Does anyone have an email address for last minute please? I booked flights and the hotel together (single package on the ATOL certificate) but it’s only giving me options to request a quote for cancelling the flights (which have already been cancelled by the airline). I can only find the phone line and seen lots of people reporting it takes hours to get through.
Thanks,
Sarah

I haven’t found an email. They respond to comments on Twitter, asking you to send them a direct message. The response doesn’t help much. Masters at dither and delay.

sarahh1703

Thank you. I’d tried Facebook but it was coming up with an error, think they’ve switched off commenting and messenger.  Will sign up for twitter.
Thanks,
Sarah

foofi22

AnnoyedFeet said:

Butts said:

foofi22 said:

I'd be interested to know how you get on, seems I'm in the same boat. 

LM have given me my refund options - a credit note (+£200 gift card), a voucher or a cash refund. 
These only cover the flight costs "Since the accommodation part of your payment was due directly to the provider, the value of this will not be included..."  This is even more frustrating as in the refund T+Cs they refer to the "flight + hotel package" (my bold)

What ever happens with this, this will be the first and last time I use LM

On the bottom right hand of your ATOL certificate  does it say Package (Single Contract) ?

Our ATOL certificate states "Package (multi-contract)"
Anyhow after 2 weeks of exchanging messages with Lastminute, we gave up on trying to request the hotel part of our Flight+Hotel booking be included in the refund voucher/voucher/cash refund process.
Have been in contact with the Travel Insurance have agreed to cover the cost of the hotel, less £100 excess.
This does still leave us with the issue of actually receiving the flight refund from lastminute, and will go down the chargeback route if not returned to us within 2 more weeks (noting out vacation should have been April 1st !).
And of course, lesson learnt......don't assume booking through lastminute gives any sort of 'package' protection.
PS we were offered £100 extra from lastminute if we took the credit note.....we will not be accepting....

How were you exchanging messages with them? (email/facebook/twitter?)
I'm in the same situation but can't claim on travel insurance because the hotel has offered vouchers.  
In our case, the transaction to the hotel was one day after LM took payment for the flights.
I do hope LM get held to account - selling "package" holidays that are basically equivalent to booking everything yourself independently.

Life__Goes__On

foofi22 said:

How were you exchanging messages with them? (email/facebook/twitter?)
I'm in the same situation but can't claim on travel insurance because the hotel has offered vouchers.  
In our case, the transaction to the hotel was one day after LM took payment for the flights.
I do hope LM get held to account - selling "package" holidays that are basically equivalent to booking everything yourself independently.

It's most likely yours  a "package holiday"  LM are selling "package holidays"  and giving the wrong ATOL cert. and saying it's a linked travel,  but it's not.

margoth

sarahh1703 said:

Hi,
Does anyone have an email address for last minute please?
Thanks,
Sarah

You could try customercare@lastminute.com ... I got 2 'replies' (1 the day after emailing + another 2 days later), although not satisfactory, i.e. just a fob off, telling me I'd need to wait until they contacted me/updated my online account
Good luck

AnnoyedFeet

Strangely, given the cirumstances, we have been able to get them to answer the phone. The agent told us to mail them on customercare@lastminute.com (to escalate) and they responded within a couple of days each time....although  with the same negative response regarding the accommodation refund.

Life__Goes__On

AF
You should mail them back saying  under Package Travel and Linked Travel Arrangements 2018
you sold me a package, you gave me the wrong ATOL  cert and unless you fully refund me I will have to take further action.

sarahh1703

Thank you @margoth and @AnnoyedFeet

Ganga

Life__Goes__On said:

AF
You should mail them back saying  under Package Travel and Linked Travel Arrangements 2018
you sold me a package, you gave me the wrong ATOL  cert and unless you fully refund me I will have to take further action.

What further action can they take ? i thought that the courts were all closed if that is what you were recommending

Life__Goes__On

Ganga said:

Life__Goes__On said:

AF
You should mail them back saying  under Package Travel and Linked Travel Arrangements 2018
you sold me a package, you gave me the wrong ATOL  cert and unless you fully refund me I will have to take further action.

What further action can they take ? i thought that the courts were all closed if that is what you were recommending

You can still start a small claim court action (after going though the correct procedure),  or claim  a refund though  a card company.