Lastminute.com Covid refund

Covidqueries

Hello

A couple of months ago (before Portugal was taken off the green list) I booked a flight to Lisbon through lastminute.com to visit family. As Portugal was taken off the green list, I requested a cancellation. I was told I would only receive EUR 20 back (for a c.£300 total flight) and so I replied directly to the email and said I would respond shortly but to hold off on cancellation whilst I discussed with my partner. I then replied again a day or so later and asked if I could instead change the flights (and provided which flights I would like to change to). I received a response saying those flights were not available, and provided a telephone number I could call to discuss. I therefore responded to request alternative flight dates, however the email this time bounced. I tried the telephone number, and it either cut off immediately, or went to an automatic voice which subsequently said they couldn't deal with my request right now and cut off. I tried every email / telephone address on lastminute.com website, including multiple attempts to email the same address I had been previously corresponding successfully with, however every email was bounced back (even the feedback one!) and no telephone line worked. A few days later (between which I made numerous attempts to email them to change flights) the flight left and we couldn't get on. 

I called lastminute.com about a week later and this time, I could get through. They gave me an email address I had not seen before to use. I sent an email setting out my situation (i.e. I was not able to change my flights as lastminute.com was not contactable) and requested to now change them or a full refund. Lastminute.com are basically refusing any refund or change and advising me to contact the airlines directly (which is clearly not going to go anywhere). 

Is there anything I can do about this? I feel so frustrated that the only reason I couldn't change a flight was because they seemed to have cut off all methods of communication at that time, and now i'm left with no option but to just sink the cost! 

Any help would be much appreciated!

Thanks

Upsidedownandaround

Which airline were the flights with? Were they refundable/flexible flights you booked? 

It doesn’t sound like you have much recourse from the information you have provided. Making a written complaint to them may result in some token compensation or you could see whether you are covered by you insurance.

Unfortunately these are the sort of problems that you should expect if you chose to use a 3rd party with a terrible reputation for customer service during a pandemic rather than booking direct with the airline.