Lastminute.com Refund Troubles

Luker78

Originally booked a trip to NewYork for my wife and myself for her 30th Birthday. Cancelled due to Covid and obtained credit note and rebooked for October. The flights for the original booking were confirmed but no issues with obtaining refund. This new booking was booked as a PACKAGE DEAL FOR EXTRA PROTECTION. 

I was informed by email that the Hotel we are staying in is still closed and unable to fulfil the booking. I contacted lastminute.com who stated first of all that if you booked a hotel + flight package and the hotel cancelled the booking then you would be entitled to a full refund (just to clarify all we wanted to do was to rebook it for a later date!) 

When the subject of refund come up they stated (this was a call centre in Italy) I was only entitled to a refund of the hotel and not the flights as the flights were confirmed. I have then explained that they had said prior to this that if the hotel cancelled then I would be entitled to a full refund. Their response to this was that I should book a different hotel! I explained that I booked the hotel because that is the one I wanted. 

I also explained that the FCO guidelines also stated that you aren’t allowed to travel as it isn’t essential travel and my partner can’t even apply for an ETSA Visa to enter the country at this stage.

So we are not permitted to travel even if the hotel was open. We booked a package for extra protection and to top it off you can’t call them and their contact email page is coming up as not found. They just said I should speak to Virgin Atlantic but the booking was made through Lastminute.com and the responsibility lies with them. They are even breaching their own T&C’s as a result of this. I have lodge a complaint with ABTA and the Competition and Markets Authority. 

Lastminute.com have offered a partial refund at the moment so should I accept that for that and try and get the rest back later as you cannot speak to them at all at the moment. Don’t want to risk losing it incase they go bust. 

Butts

Whatever possessed you to accept a credit note from them ?
Just look on here for the litany of disaster associated with them or Trust Pilot for their refund record.
Chargeback if you are not to late or failing that a Section 75 if you paid by Credit Card. 

TMcCabe1985

I had a flight booked with lastminute.com (flying with TUi) in April and have still not had a refund. Does anyone know how to get hold of anyone? The number I have states the call centre is closed and when I login to my account it says the refund is being processed. I have spoken to TUi who have confirmed they have refunded lastminute.com. It is a bit of a joke that this has taken over 6 months to refund!