Lastminute.com schedule change/cancellation/refund

JFlan91

Just looking for some information as to where I stand regarding a booking I made pre covid as trying to get any sort of information from lastminute is impossible. 

Booked a package holiday at the beginning of February to Brussels for 11-13 September and paid the deposit of £60 with the remainder due 12/8. After this, covid escalated to a full blown event. Lastminutes website stated that any cancellation would not be subject to standard terms and conditions if a travel restriction is in place at the time of cancellation. Which as far as I’m aware ‘non-essential travel’ is a travel restriction? Yes, no? 

Anyway, the airline changed our inbound flight by 12 hours which significantly disrupted our trip and no other suitable flight was available (through my own research). I proceeded to ask for a cancellation in June - to which the quote was more than the outstanding balance. I told them I wouldn’t proceed with the cancellation without a breakdown of the costs and for them to look for an alternative flight - then got radio silence. 

Over 2 months later when the remaining balance was due to be taken automatically - it wasn’t. Managed to speak to someone who informed me that because I’ve requested an alternative flight no payment will be taken until that is confirmed by me. Fine by me. Anyway, fast forward a week still no communication from lastminute. However, in that time they had changed the flight to the following day 14/9 without even informing me. Was able to speak to someone who said because the change is by a day I should be able to get a refund and they can put in for a cancellation/refund. Fast forward another week to yesterday - I still had no update to what was going on, so another phone call. I was told that a refund request had been issued and they are waiting on the provider for an amount/time/method. The hotel have confirmed that the reservation with them is still active and have not had any correspondence with lastminute. So another phone call, was told I have to wait on them to contact me but I would not be charged anything for the hotel. 

I went on to request email confirmation from them that no further payment will be taken as the booking has been cancelled and that I will receive a refund in due time once the provider issues it. This is where they refuse to confirm anything via email and just ask to wait for their communication. Which has been zero. The only email I have states they have put a refund request in. Had I not have made so many phone calls I would be non the wiser to what was happening with the booking. This makes me think that they are going to try retrieve the remaining balance. 

Does anyone have an idea where I stand with - the remaining balance, will I be expected to pay it? 

Any help or advice would be appreciated.

As for the refund I’m not too bothered as we’ve only paid £60 but I obviously don’t want to pay the remainder £180 for a trip that we aren’t going on. 

Sorry for the long post but I wanted to include as much information as possible. 

joannehargreaves

Hi, the exact same thing has happened to me. It’s an absolute nightmare! What number are you contacting them on? Thank you. 

JFlan91

joannehargreaves said:

Hi, the exact same thing has happened to me. It’s an absolute nightmare! What number are you contacting them on? Thank you. 

Sorry for the delay. I’ve been using 02083961209 as the number stayed on the emails is 13p a minute. They are equally as unhelpful to speak to as they are at emails though. My balance is still outstanding and fairy certain they are going to chase me for the remainder eventually even though we didn’t go on the trip and I asked for a cancellation/refund