Lastminute.com only offering vouchers for refunds

6022tivo

The thing is, how a company handles customers now will affect them in the future. 
I will never use lastminute again, if they continue to trade. 
They should be closed down immediately, and if they are atol protected it should be removed. 


Only had a hotel booked with free cancellation. 
8 days for a reply then an attempted fobbing off with a credit, then they blaming the banks for a 15 day refund. 
21 days later and nothing. Uncontactable as well. 

Westin

6022tivo said:

The thing is, how a company handles customers now will affect them in the future. 
I will never use lastminute again, if they continue to trade. 
They should be closed down immediately, and if they are atol protected it should be removed. 


Only had a hotel booked with free cancellation. 
8 days for a reply then an attempted fobbing off with a credit, then they blaming the banks for a 15 day refund. 
21 days later and nothing. Uncontactable as well. 

ATOL is a requirement they need if they sell an air inclusive holiday arrangement with two or more holiday components (air plus hotel for example).   It is not something that gets removed if customers have complaints about their service.

Lastminute.com are owned by a Swiss registered but Spanish operated organisation called BravoNext.  One of their other brands is Bravofly, which gets an equal bad wrap from customers.   I doubt they give a Jot about customer retention through anything more than minimum basic customer service.  People tend to use them based on price and cheapness, forgoing any post sale service.  Sadly they have a constant supply of new customers.

Butts

Any other mug (myself included) if you have only paid a small deposit to them and have a hefty balance due for a summer holiday think very carefully about handing it over.
They are name checked in The Which Article as one of the worst operators for flouting the law in relation to refunds and giving very poor customer service.

As I have alluded to before I am praying they go bust solving the dilemma for me.

Life__Goes__On

Also many of these companies getaway with issues as some don't know what their rights or, or don't want a long drawn out battle.

GMNN

I am considering booking a hotel through Lastminute.com (yes, I know they have terrible customer service) for a stay in September, for which I would need to pay the full amount now... The booking would be fully refundable up to 1 week before departure. Please tell me your opinion on:
1- the probability of getting my cash back (as opposed to a voucher) if I do decide to cancel... Would they be allowed to insist on a voucher when they are clearly advertising the booking as "free cancellation before xxx date"?
2- if Lastminute.com OR the hotel go bust, how would I be able to get my money back? I have travel insurance and would pay by credit card. So is it first try my insurance provider, then try S75 claim on credit card? Any guarantee such as ATOL would come into play?
Thanks!

Life__Goes__On

1) if you book with free cancellation then you are entitled to that cash refund (as long as the cancellation doesn't state refund in vouchers)   How long a refund might take is anyone's guess.
2)Depends on your travel insurance if you are covered, Always go down the S75 before the insurance should be a back up (as even if they do pay, there can be excess  deducted. 
ATOL  covers air travel.

oliel

Hi I booked flight via Lastminute.com for my 16 year old to go with her friends family in July (she saved up and worked to pay for them).  I took out insurance with Lastminute.com for 90% voucher back if I cancel (has to be prior to 24 hours before flight).  I also took out insurance with Setoo for full refund if airline cancels.  With FCO now advising against all non essential travel until further notice I am wondering what I should do with regard to trying to get a refund?  I would rather try and get money back for her if possible as I doubt she will be able to use a voucher (I'm waiting to hear from Lasyminute to see if a voucher can be used by another member of the family and how long the voucher is valid for).  Am I entitled to get a refund as it is deemed unsafe to travel at the moment?
Thanks for any advice.

Alan_Bowen

If you cancel now, you will be subject to their normal terms and conditions. A lot could, but probably won't, happen between now and July and most suppliers are only cancelling 2 -3 weeks before departure. 

Life__Goes__On

"

oliel said:

Hi I booked flight via Lastminute.com for my 16 year old to go with her friends family in July (she saved up and worked to pay for them).  I took out insurance with Lastminute.com for 90% voucher back if I cancel (has to be prior to 24 hours before flight).  I also took out insurance with Setoo for full refund if airline cancels.  With FCO now advising against all non essential travel until further notice I am wondering what I should do with regard to trying to get a refund?  I would rather try and get money back for her if possible as I doubt she will be able to use a voucher (I'm waiting to hear from Lasyminute to see if a voucher can be used by another member of the family and how long the voucher is valid for).  Am I entitled to get a refund as it is deemed unsafe to travel at the moment?
Thanks for any advice.

Just a waiting ame
You will know more options nearer July
If the holiday looks like going ahead and she doesn't want to go, then claim the vouchers
If it's cancelled get a refund in cash (method of payment)
A lot will depend on Government advice at the time.

Butts

I don't want to alarm you oliel - but whatever you do don't look at Last Minute.coms current reviews on Trust Pilot.
The advice you have been given is quite sensible if dealing with one of the reputable providers, but with them it's a whole different ball game !!