Lastminute.com only offering vouchers for refunds

foofi22

Just to recap: I had a Flight+Hotel "package" booked.  It was cancelled.  However LM only offer to refund the flights.  Whilst I paid once to LM, the flight and hotel transactions were taken separately by LM and the hotel directly respectively.  I paid by credit card.

The hotel offered vouchers, however I don't want vouchers.  The hotel was closed when we were meant to be there - can I do a chargeback or section 75 claim for the hotel costs?  I don't quite understand the difference between the two. 

Travel insurance (MoreThan) won't pay out because I have been offered an alternative (the vouchers) - although I dispute this interpretation, however I haven't pushed it with them yet

foofi22

Anyone able to comment on the above post regarding chargeback or section 75?

Life__Goes__On

If you can prove the hotel was closed then do a Chargeback with the hotel cost.
As the hotel directly took payment you can do both.
A Chargeback should be quicker and it's the hotel that pays ( the transaction is reversed)  With a S75 the bank pays.
A S75 is in enshrined in law, whereas a Chargeback isn't

foofi22

Thanks, maybe a stupid question but do I get to "choose" whether it is a chargeback or a S75 claim?  Or do I just contact my provider (Halifax Clarity Mastercard) who initiate one of the processes?
My proof the hotel was closed was an email from them (I got a friend to email and ask - in case they lied to me) and a screenshot of their online booking calendar which corroborated the information in the email.

Life__Goes__On

Ask for one,  but it's standard the bank raise one first as they would rather the retailer (hotel) pay,   than the bank.

Raise a "Chargeback" against the transaction with Halifax stating non-supply of service, (using proof of cancellation) also state that you have rejected any vouchers that you are entitled to do under English law (even if you not been offered any).
Normally with a Chargeback the money is returned once it’s processed

The hotel can dispute the Chargeback, but it must supply evidence to the card company.

If the Hotel is successful, then the Chargeback is reversed and the money taken back  from your account

If that fails then it's a Section 75 on the credit card.

magritte

The Transport Secretary Grant Shapps in today's government briefing: 
"Travel companies have a duty to offer a refund for cancelled holidays if the customer does not want a voucher, he reiterated". 

Life__Goes__On

magritte said:

The Transport Secretary Grant Shapps in today's government briefing: 
"Travel companies have a duty to offer a refund for cancelled holidays if the customer does not want a voucher, he reiterated". 

Glad it's in black and white,  but it's been clear for a while the Government didn't support vouchers, as they had enough time to do so.

AnnoyedFeet

So I just thought I'd share that last night we were refunded direct to the credit card for the flights part of the lastminute booking we had made. So although it took 2 months and 11 days, lastminute did eventually process the refund !!! I hope they do the  same for everyone else on this forum.
We are still annoyed about lastminutes attitude towards the Hotel costs that they refused to reimburse, but we were fortunate that the insurance covered 90% of the accommodation (ie less excess).

sarahh1703

Thanks for updating us. That’s good that they’ve refunded you for the flights but I don’t know how they can justify not reimbursing you for the hotel!  Ridiculous!!  Two months isn’t as bad as some companies at the moment.

I finally had an email confirming mine was cancelled (3 weeks after the flights were cancelled) and giving me options so at least I’m not being ignored anymore!

magritte

AnnoyedFeet said:

So I just thought I'd share that last night we were refunded direct to the credit card for the flights part of the lastminute booking we had made. So although it took 2 months and 11 days, lastminute did eventually process the refund !!! I hope they do the  same for everyone else on this forum.
We are still annoyed about lastminutes attitude towards the Hotel costs that they refused to reimburse, but we were fortunate that the insurance covered 90% of the accommodation (ie less excess).

Thanks for the update, is that 2 months from the date of departure? Or 2 months from the date flights were cancelled? And did LM charge you any fees to process the cash refund? or perhaps you got a full refund for flights?