LastMinute - not refunding and will not even talk to us

BarberO

LastMinute really are offing the worst customer service I have ever received!... a trip of a lifetime booked to New York for 26th March 2020 and of course it was cancelled by LM due to the pandemic, we were given the choice of a voucher or full refund so went for the refund. This was neigh on 3 months ago and we have heard nothing from LM since!

The app and the site are constantly telling us the refund is being finalised but no further update or info given.

tried to call them several times but what ever option I select the call is ended on me and often have m charged premium rate charges for the privilege!

tried to contact on social media platforms but here nothing apart from the blanket we are not monitoring this use the app response.

To top it off we called the Hotel we were due to stay at and they told us LM never even paid them so we know they have that money sitting there but are not refunding it.

I have no idea how they are allowed to get away with such shocking practices to so many that are struggling during this time and need the money. We had our wedding cancelled on top of all this so are £1000s down there and really need this money right now.

We are desperate, does anyone know what we can do or is there anyone that can help that won’t charge us lots?

Many Thanks,

Owen

BarberO

I forgot to add when we went for the refund we were able to get through to LM on the phone at the time and they told us the money would be with us within 4 - 6 weeks and as I say this was 3 months ago!

macman

Just do a chargeback, you have waited long enough.

tripled

macman said:

Just do a chargeback, you have waited long enough.

And do it quickly - the clock is running down.

Lump_2

I issued a chargeback, and threatened to issue proceedings in the small claims court relying on the Package Travel and Linked Travle Regulations 2018 following the expiry of the chargeback period (plus 14 days) if a refund was not provided either by Lastminute not contesting the chargeback or by the provision of a direct cash refund.  The responses I had refused to engage  constructively beyond saying that I needed to select a cash refund option which would make any recovery subject to Lastminute.com recovering any funds from third party providers.  I sent them notice that if the refund was not confirmed withing 24 hours I'd issue a claim and seek back the costs of the claim fee and interest on the money owed.  They then called saying the claim had been escalated and that the refund would be processed within 5-15 days.  Full cash refund arrived about 7 days later.  (Albeit several months after it was due to be paid.) 

macman

tripled said:

macman said:

Just do a chargeback, you have waited long enough.

And do it quickly - the clock is running down.

Good point: 120 days on from 26/3/20 means that you need to claim before about 26/7/20.

Janey39

We've just received an email today, for a hotel booked for May, saying they cannot refund the credit card we used and need to do a bank transfer........cant get through on phone and not keen to put bank details on a 'secure form'......has anyone else received this??