Lastminute.com - disgusting company to deal with

Slushpot

My name is Maria and if anyone on here can advise me I would be so grateful. Last April i booked some flights to go visit my brother in Canada, there was 5 of us going. I booked mine and my husband's flight. We paid extra for a flexible flight so I could change dates 1 time free of charge if Covid kicked off again. Sadly it has and we all requested a change of date. Which we were entitled to do up to 24 hours before flight was due to depart. I requested this change on the 12th of December 2021. Our flights were due to depart 16th December 2021, so plenty of time to do this!  They stalled and stalled until it became too late to change dates as the 24 hour rule kicked in, Now I am in the process of a complaint with them, but really worried they will get away with this. In the days leading up to the 16th Dec, I actually must have spoke to nearly 20 people but none of them ever got back to me with change of dates they could agree with. I kept asking for different dates and they just kept saying they would ask airline and get back to me but never did. On the last day is when they told me I had to use the date change only up to April 2022. On the day before flying out they told me and I protested why had they never told me before. They agreed a date finally and even quoted me an extra £15.08, said they would ring back to confirm and that was that never heard from them again!  

Except for an email about 8pm ish that day to tell me they could not change date as under the 24 hour rule I had run out of time!   They owe me £1200 and I am scared I cant get this money back, my bank cant help with a chargeback as It was all done on the telephone and not via email.  I have requested the recording of our conversations but really not that hopeful they will as this would incriminate them, Help not sure where to turn to now 

cx6

Sounds awful but one thing you said .." I kept asking for different dates and they just kept saying they would ask airline and get back to me"

As far as I know Lastminute have - well, last minute availability - ie they are not an airline. They can only offer you what they themselves get offered - which may or may not suit your plans.

Did they offer you anything? It sounds like they might have done but you couldn't make those dates? Also did you expect the same dates for everyone? With Lastminute there is no guarantee they will be able to do that.

Westin

LastMinute.com has it seems for years been receiving more and more complaints from dissatisfied customers. They still however seem to attract a never ending audience for those hoping and seeking that cheap deal.

LM seem to have several marketing terms for what they package up as ‘flexible’ air tickets.  They seem to market under “Travel Flexibility”, “FullFlex” and what I think you purchased “Flexible”. For a route to/from Canada this was probably sold at around £65pp extra.  A true flexible air ticket sells for often hundreds of £ more than a cheap ticket that these online ticket firms sell. You will have purchased a LM type of in-house insurance. Whilst this gives some flexibility it certainly does not turn a cheap restrictive ticket into a fully flexible or refundable one.

This is what you may have purchased - LM Flexible

Much of the flexibility is around the waiver of fees to move your flight.  LM would have to contact the airline to check availability and fare on your new dates, and try to have any airline change fee waived. This likely is very manual and very time consuming.  

I can understand your frustration and annoyance. I hope you get this sorted out, but I fear you may not get the outcome you desire.  

Please don’t be tempted to use these online and overseas based ticket sellers in the future. Searching on price alone can lead to problems later if your travel plans change. Either book direct with the airline or use a reputable U.K. based travel agent or travel operator.