Lastminute.com issue

nabby68

Hello
We recently had our flights cancelled by LM due to the pandemic. We were told we would only receive a refund for the price of the flights which was £742 and not the add on we paid for luggage  which totalled £99. After several phone calls to customer services it was explained that they would only refund the money that was refunded to them by TUI for the flight, £742 and that it was all stated in the T's& C's which we could not find anywhere. We subsequently received an email link to access  3 options of which one we had to accept as reimbursement for our cancelled flight. The first option was to accept a travel credit of £871 which included a £30 gift voucher, option 2 was to accept a travel voucher only for £841 to be used within 12 months and the final option was to accept a direct refund to our bank of £742. We are both absolutely staggered that this company can essentially keep almost £100 of our money which was paid to them direct and not even account for any reasoning behind it!
The flights were paid using our credit card so we have started a claim with them. Flights were paid for in December 2020 and due to depart on 30th June 2021.

Any advice on this matter would be appreciated.
Thanks

Upsidedownandaround

Are you sure this is not an admin. fee?

Like many 3rd parties Last Minute charge admin. fees for refunds.

I'm sure we have had previous threads on this where the terms have been posted on the thread. You may want to do a search.

I wouldn't be expecting a full refund from LastMinute.com without a deduction for admin. fees. They are entitled to charge for their work if highlighted in their terms.

nabby68

Hi
No. This is definitely not an admin fee. After speaking several times to customer services they insist they will only refund the money for the flights and not the luggage. This makes no sense at all as we have paid for the service of the flights and the carrying of our luggage, both of which we have been unable to partake due to the cancellation of the flights.

Butts

nabby68 said:

Hi
No. This is definitely not an admin fee. After speaking several times to customer services they insist they will only refund the money for the flights and not the luggage. This makes no sense at all as we have paid for the service of the flights and the carrying of our luggage, both of which we have been unable to partake due to the cancellation of the flights.

Can I just ask what possessed you to book with LM.com during the height of the pandemic ?

Did you not pick up on any of the negative press they had by then generated with regard to abysmal customer service due to their awful record on refunding money ?

Proceed with a chargeback via your Credit Card.

If you are successful no fees will be deducted.

nabby68

Butts said:

nabby68 said:

Hi
No. This is definitely not an admin fee. After speaking several times to customer services they insist they will only refund the money for the flights and not the luggage. This makes no sense at all as we have paid for the service of the flights and the carrying of our luggage, both of which we have been unable to partake due to the cancellation of the flights.

Can I just ask what possessed you to book with LM.com during the height of the pandemic ?

Did you not pick up on any of the negative press they had by then generated with regard to abysmal customer service due to their awful record on refunding money ?

Proceed with a chargeback via your Credit Card.

If you are successful no fees will be deducted.

Hi
I know it sounds a bit suspect but it was the wife who booked it as a surprise for our Wedding Anniversary!
I have started a claim with our Credit Card company and sent emails to the UK CEO and their escalations team, no reply yet.

Butts

nabby68 said:

Butts said:

nabby68 said:

Hi
No. This is definitely not an admin fee. After speaking several times to customer services they insist they will only refund the money for the flights and not the luggage. This makes no sense at all as we have paid for the service of the flights and the carrying of our luggage, both of which we have been unable to partake due to the cancellation of the flights.

Can I just ask what possessed you to book with LM.com during the height of the pandemic ?

Did you not pick up on any of the negative press they had by then generated with regard to abysmal customer service due to their awful record on refunding money ?

Proceed with a chargeback via your Credit Card.

If you are successful no fees will be deducted.

Hi
I know it sounds a bit suspect but it was the wife who booked it as a surprise for our Wedding Anniversary!
I have started a claim with our Credit Card company and sent emails to the UK CEO and their escalations team, no reply yet.

Good luck, let us know how you get on.

nabby68

Hello
Update: We contacted our credit card company (Halifax) with the issue we have with LM. They refunded us the full amount but said that LM would have 90 days to dispute the refund. LM have disputed the full refund arguing that we were given the option of a full refund in voucher form. We have explained to the Halifax that we do not want a voucher and we want the full amount refunded into our credi card account. Still waiting for a response from Halifax