last minute.com refusal to refund

Dina

My refund option, where they have offered the amount for the flights only, states "Since the accommodation part of your payment was due directly to the provider, the value of this will not be included in the refund.". What does that mean? Surely, they organised the accommodation, so they are liable for the costs, even if I paid the provider?

Butts

Dina said:

My refund option, where they have offered the amount for the flights only, states "Since the accommodation part of your payment was due directly to the provider, the value of this will not be included in the refund.". What does that mean? Surely, they organised the accommodation, so they are liable for the costs, even if I paid the provider?

Did you have an ATOL Certificate ?
What does it say in the bottom right hand corner - ie Package Multi or Single Contract.

Dina

It says "Package (Mulit-Contract)".

Dina

Does anyone who I could ask for advice from about this? 

Westin

Dina, did you see the advice given to contact ABTA? Have you tried that avenue?

Dina

Westin said:

Dina, did you see the advice given to contact ABTA? Have you tried that avenue?

I did read that post, but I wondered if there is someone I can ask for free advice from before deciding what to do next. It sounded like contacting ABTA would mean starting a case which I would need to pay for. Perhaps I can just write to them for advice to start with. Thanks for the reply.

Westin

You can initially call ABTA. There is no charge for seeking their advice regarding the problem experienced by one of their members.

Nebulous2

It might be worth complaining to the CMA. They have taken on Virgin and may take on LM as well if they get enough complaints. 

https://www.gov.uk/government/news/cma-covid-19-update-203m-in-refunds-for-virgin-holidays-customers

Dina

Thanks all. I've put in a case with ABTA and complained to the CMA. Hopefully I'll get the full refund eventually.

Butts

What about a chargeback that would be far quicker than involving ABTA ?