Lastminute.com only offering vouchers for refunds

Claire_giraffe80

Does anyone agree this is bullying me into taking a voucher 😔


Thank you for your email.

We hereby inform you that we have received no formal communication from the providers regarding the cancellation, therefore if you choose to cancel it will be considered as a voluntary cancellation.
Please be informed that refunds for voluntary cancellations are at the discretion of the providers.
If you wish to continue with the voluntary cancellation please confirm so.
Your patience regarding this matter is highly appreciated.

We remain at your disposal for further queries.

Kind Regards,
Customer Care Team

upshitcreek

lastminute.com (and others) are breaking current consumer law(s), not that this means much with all what's going on; it's pretty much the wild west now. According to Which?: https://www.which.co.uk/news/2020/03/coronavirus-outbreak-advice-for-travellers

Can I get money back for a cancelled holiday because of coronavirus? The FCO advice against all foreign travel until 16 April means that airlines and travel agents are obliged to cancel flights and holidays, and issue refunds or allow you to rebook for a future date.

However, many companies are ignoring this requirement and are only offering consumers credit vouchers or the chance to reschedule. This includes package holidays covered by Package Holiday and Linked Travel Regulations 2018.

However, travellers may not be in a position to rebook or may be uneasy about accepting credit, as many holiday providers are facing uncertain futures.

The law says you are entitled to a full refund, so don’t accept a voucher if you have any concerns. Which? Travel is lobbying on your behalf to ensure consumers are fully protected.

We are calling on the government to provide the necessary funding to bail out companies at risk of collapse. We also want them to underwrite any rescheduled holidays. That would ensure customers still receive a full refund even if their provider goes bust before they have a chance to redeem their holiday.

The Association of British Travel Agents (Abta) is calling on government to make temporary changes to existing package travel regulations. It argues that these protections were not designed to cope with the demands currently being placed on them.

However, Which? believes these regulations must stand for any existing bookings – where consumers booked in confidence.

What should I do? If your flight or package holiday was scheduled before 16 April and it’s now cancelled, you don’t have to accept a voucher or credit note, nor do you have to rebook. You are legally entitled to a refund. Make this clear to the firm, in writing. If it still won’t do the right thing, you could send them a letter before action for small claims court.

The new advice from the FCO also means you can claim from your travel insurer for consequential losses, such as booked hotel rooms or car hire. However, you won’t be entitled to any compensation, such as flight delay compensation under EU261 rules, as a disease outbreak is considered an extraordinary circumstance.

Find out more about your rights with our guide to cancelling a holiday due to unrest or natural disaster.

upshitcreek

BTW, I am currently dealing with 3 'travel agents' for various refunds.

These are Imagine Cruising (Princess Cruises), Iglu Cruise (Tui / Marella) and lastminute.com (on my daughter's behalf).

The latter are a disgrace based on their performance so far; they are virtually impossible to contact and I believe this is a very deliberate move on their part. IMHO, they will be the most likely to fold in the long term, as they will find it hard to recover from this; you only have to take a look at their Trust Pilot feedback since this all kicked off. I've warned my daughter never to use them again.

maman

Pleased to say I have had a refund from last minute. It appeared on my credit card statement. Nothing from last minute although they did promise an email when my refund was processed . I had a single email from them on 8th March, nothing since. My claim was for an ATOL protected package which didn't happen because of Flybe collapse not coronavirus. 
I won't be using the company again. Very disappointed that there was no way to contact them. Just a recorded message on the phone then cut off. Website didn't offer any contact either. 

ashandali24

Claire_giraffe80 said:

ashandali24 said:

We are in a similar position with Lastminute.com who are refusing to refund the cash and are offering vouchers as a blanket rule. This  can't  be legal?! Vouchers are of absolute no use to me! Help!

Let me know of you get anywhere and vice versa ...

Will do. But so far all I get is the standard response email. I've given up trying to contact them now and will go to my insurers! wish me luck!

maman

The Trustpilot reviews for Lastminute.com are truly appalling as everyone experiences the same non existent customer service. I'll certainly be remembering which companies to patronise in the future and which I won't go near. Many people need to recover their money to live on. You can't pay your bills with a travel voucher. 😣

drinae

Does anyone have an email address for customer support for lastminute.com? I managed to speak with them and asked for a cash refund (said I didn't want vouchers) but the rep refused to confirm it, and I would like to send them an email to confirm that I want cash, not vouchers. Many thanks. 

Claire_giraffe80

customercare@lastminute.com 

Good luck they are still point blank refusing to give me my money back despite the hotel stating that they are happy to members me however as holiday was booked through lastminute.com the refund needs to be via them. I will be filing a dispute via the small claims court tomorrow,  as a key worker i really do not need this additional pressure at the moment 😔

drinae

Thank you and best of luck too! 

Field72

Hi,
Looking for some advice.  I booked in February to fly to Krakow with Lastminute.com.
The outbound flight was with Ryanair and the return flight Wizzair.  Yesterday, Lastminute.com emailed to say both flights have been cancelled, giving the option to change flight or cancel.  We obviously wish to cancel.  However, their email when you click on My lastminute.com takes you to a link whereby I have to apply for a refund through Ryanair and Wizzair direct.  How can this be correct when Lastminute.com took my money and the invoice with them?  It is impossible to get directly in touch with lastminute.com either unless you call a ridiculously high costing phone number. 
I realise in the huge scheme of Corona this is a small issue.  However, I have never been in a transaction with a company like this and am not sure whether it best to just go through my holiday insurance or even if they will deal with it.  If anyone has any experience regarding refunds and Lastminute.com and therefore some advice  I would be very grateful.