lastminute.com refusing to give me my money back!

LucyMc1

Hi All, 

I'm wondering if someone can help me, please? I accepted a credit voucher for my refund with lastminute.com. I went to use my voucher and discovered it had expired. I feel I have been misled as it states it could be summer 2021. I have also been unable to access any terms and conditions since the day I accepted the voucher. Luckily, I took a photo of the page where you are given options to explain why I got confused. 

The voucher received via email says that terms and conditions are shown the day you accept the voucher and therefore, I have been unable to see any since. I contacted lastminute.com, who has refused to extend the voucher and ignored emails asking for a cash refund. 

You can't ring them. You can't even make a complaint with them unless you have a booking. I can't do anything other than email. They have essentially stolen my money and refusing to give it back. Please can someone help me? 

I was unable to use the voucher because I have had two deaths in my family this year, and government guidance has stopped us from traveling on numerous occasions. 

Sandtree

Any reason for the jaunty angle?

Looks like the 4th June when you did it and it states clearly its valid for 12 months and from the first column can see you were incentivised to accept this as its for more than you paid.

LucyMc1

It was a really old photo from last year, that luckily I found. It also says summer 2021 in the text above. I've asked for an extension of the voucher or a refund because by law I have been unable to use it until now due to lockdowns. But more importantly, I haven't received any goods from my purchase, and FCA states terms and conditions should be one click away and I have been unable to access them. 

Sandtree

LucyMc1 said:

It was a really old photo from last year, that luckily I found. It also says summer 2021 in the text above. I've asked for an extension of the voucher or a refund because by law I have been unable to use it until now due to lockdowns. But more importantly, I haven't received any goods from my purchase, and FCA states terms and conditions should be one click away and I have been unable to access them. 

It says, paraphrased slight, "valid for 12 months on any flight, hotel or holiday for any travel dates inc summer 2021". Whilst I can understand how someone can hang onto the wrong part of clause the start was the key and summer 2021 only a point of clarity. 

Are you sure you mean the FCA/Financial Conduct Authority? If so they are broadly irrelevant to lastminute.com as they are the regulator of financial services companies/activities not travel agents. The FCA has stepped in on issues on travel bookings etc but that is in relation to claims on insurance or against credit cards etc not in relation to the travel agency themselves. 

Westin

It also says " By selecting this option you confirm that you have read and accept the T&C's". 

I'm no LM fan but I think it a bit rich you accusing them of stealing your money.  Did you at the time read those terms and conditions or just press the button and made an assumption that you would have more flexibility past the 12-months to use it?

I very much doubt they would convert to a cash refund.  I think your best bet would be to take a consolatory tone and a polite approach and see if they will allow you to have brief extension to the credit voucher and for you to book something shortly.  Suggesting that they are stealing from you (when you appear not to have read the terms of the offer) will be more likely to have them dig their heals in further.

hounslow

Hi i am in a similar position, been trying to contact LM to use my voucher of £184. tried booking and voucher wouldn't work, been trying to work out how to contact them since Nov, now voucher has also expired, in this day and age i cant afford to lose £184 but no way of contacting them to ask for an extension. any email address or contact states its for corporate or if no booking then cant help, not a great experience so far.

NoodleDoodleMan

They haven't had the best reviews in recent years.

https://www.which.co.uk/news/article/is-lastminute-com-the-worst-booking-site-in-the-uk-aCUoR2C1wlm7