Where do I stand with Lasminute.com and 7 flight changes

CathyP911

We are due to travel to Austria on Monday for 4 night. Booked as a package through lastminute.com. with direct flights. We picked morning flight out and evening flight back. On 12th our return flight was cancelled. We have now been changed onto multi stop flight including 4 hour layovers now leaving in the afternoon on Monday and returning early morning on Friday effectively losing 2 days of our trip. We have declined these as they are not a suitable alternative. Lastminute have said as the trip is still going ahead we need to cancel and are not entitles to a refund under the travel package regulations 2018. They have refused to change the dates also. We feel that we are being pressured into cancelling as we don't want to lose 2 days of our trip but we would get nothing back if we voluntary cancel. We now have no clue what options we have as supposed to leave in 6 days. 

Westin

I love how LastMinute.com seem to pick and choose which elements of the PTR’s they wish to quote to customers and follow, only when it suits them.

Whilst technically they may feel the alternative flights are suitable and their obligations fulfilled, you equally could counter argue that on a four day break losing two days to extended travel is not reasonable. I think personally they are pushing the boundaries of acceptability.

It might pay you to try and call ABTA in the morning to get their thoughts.  If ABTA are supportive of your position I would re approach LM with that view. Good luck.

CathyP911

Westin said:

I love how LastMinute.com seem to pick and choose which elements of the PTR’s they wish to quote to customers and follow, only when it suits them.

Whilst technically they may feel the alternative flights are suitable and their obligations fulfilled, you equally could counter argue that on a four day break losing two days to extended travel is not reasonable. I think personally they are pushing the boundaries of acceptability.

It might pay you to try and call ABTA in the morning to get their thoughts.  If ABTA are supportive of your position I would re approach LM with that view. Good luck.

Thank you. Husband is making a complaint to ABTA tomorrow as we have all the correspondence from Lastminute some of which contradicts itself. My concern is last minute will ignore us till we are due to fly. Technically we still have a BA flight and reference number as well as what's showing on last minute. 

bagand96

Another thought.... is it the airline that's assigned you the replacement flights?   If so, usually this is done automatically, and sometimes you don't get allocated the best replacement itinerary.  Have you searched on the airline website as a new booking to see if there's more sensible flights? If so, it's likely the airline would be happy to move you, although you'd have to go through LM.com to process that.

CathyP911

bagand96 said:

Another thought.... is it the airline that's assigned you the replacement flights?   If so, usually this is done automatically, and sometimes you don't get allocated the best replacement itinerary.  Have you searched on the airline website as a new booking to see if there's more sensible flights? If so, it's likely the airline would be happy to move you, although you'd have to go through LM.com to process that.

I dont think so even though that have said its the airline. Surely BA direct wouldn't put us on BA and Luftansa flight. Plus on my BA booking code the luftansa connections don't appear. The original cancelled flight is still showing. 

bagand96

CathyP911 said:

bagand96 said:

Another thought.... is it the airline that's assigned you the replacement flights?   If so, usually this is done automatically, and sometimes you don't get allocated the best replacement itinerary.  Have you searched on the airline website as a new booking to see if there's more sensible flights? If so, it's likely the airline would be happy to move you, although you'd have to go through LM.com to process that.

I dont think so even though that have said its the airline. Surely BA direct wouldn't put us on BA and Luftansa flight. Plus on my BA booking code the luftansa connections don't appear. The original cancelled flight is still showing. 

Sounds like LM have booked you replacement return flights with Lufthansa then.  As you say, it's unlikely BA would book you onto Lufthansa flights. 

Butts

I'd say a multi-stop flight itinerary replacing a direct flight is a significant change coupled with the reduction of vacation time.

As your original flight was cancelled that in itself should be enough for you to cancel the package without any termination fees. If they propose an alternative it's up to you to decide whether you accept it.

Unfortunately with LM.com you are in the "wild west"as they play fast and loose check their Trustpilot reviews.

Had you booked direct with BA Holidays it would have been so much simpler.

You do realise Austria falls into the FCO "All but essential travel category" don't you. If you booked it when Austria was still on the approved list that should also be enough to cancel and get a full refund.

CathyP911

Butts said:

I'd say a multi-stop flight itinerary replacing a direct flight is a significant change coupled with the reduction of vacation time.

As your original flight was cancelled that in itself should be enough for you to cancel the package without any termination fees. If they propose an alternative it's up to you to decide whether you accept it.

Unfortunately with LM.com you are in the "wild west"as they play fast and loose check their Trustpilot reviews.

Had you booked direct with BA Holidays it would have been so much simpler.

You do realise Austria falls into the FCO "All but essential travel category" don't you. If you booked it when Austria was still on the approved list that should also be enough to cancel and get a full refund.

Yes it was on the approved list when booked and then removed. I can't blame hubby it was a surprise for my 40th. They are ignoring the fact we have refused the alternative and insist we cancel ourselves as they wont be cancelling. Just worried now if we don't go where do we stand about not turning up seeing as they have ignored the PTR email and insist the trip goes ahead. 

Butts

CathyP911 said:

Butts said:

I'd say a multi-stop flight itinerary replacing a direct flight is a significant change coupled with the reduction of vacation time.

As your original flight was cancelled that in itself should be enough for you to cancel the package without any termination fees. If they propose an alternative it's up to you to decide whether you accept it.

Unfortunately with LM.com you are in the "wild west"as they play fast and loose check their Trustpilot reviews.

Had you booked direct with BA Holidays it would have been so much simpler.

You do realise Austria falls into the FCO "All but essential travel category" don't you. If you booked it when Austria was still on the approved list that should also be enough to cancel and get a full refund.

Yes it was on the approved list when booked and then removed. I can't blame hubby it was a surprise for my 40th. They are ignoring the fact we have refused the alternative and insist we cancel ourselves as they wont be cancelling. Just worried now if we don't go where do we stand about not turning up seeing as they have ignored the PTR email and insist the trip goes ahead. 

If you'd booked directly with BA that on it's own would have been enough to trigger a full refund as  happened to me with two  future Italian Trips  when they were added to the naughty step last week.

Do you realise your travel insurance is also invalid ?

I would tell them you wish to cancel and ask for a  full refund.

bradders1983

If I had a pound for every time Butts brought BA needlessly into a thread, I would be a rich man 🤣

Butts

bradders1983 said:

If I had a pound for every time Butts brought BA needlessly into a thread, I would be a rich man 🤣

Excuse me, if you peruse the thread BA are mentioned from an early stage (and not by me !!)