Lastminute.com Holidays

KACPepper

I have just realised I have been very stupid.  I booked a package with Lastminute.com for flight and accommodation.  Less than 4hrs later I had to cancel - I had booked the option for refund if you cancel before 18.8.2022 which was more expensive but I thought a good idea.  They are now offering me Travel Credit, voucher or refund to card which will be half what I paid in total.  I am assuming I have been duped and will never get my money back.  I don't mind a handling fee but in less than 4hrs they will easily fill the flight and hotel room they have another 3 months before I was due to go.  I have been emailing them for the last two days every time they respond to me as every response is avoiding answering my questions.  Any advice other than 'never use them again' or confirming that 'I have been done'?     I feel stupid enough as it is...

eskbanker

It's presumably unlikely that there'd be any sort of cooling-off period for a purchase like this, so immediately on completing the booking you're bound by the cancellation policy in the Ts & Cs under which you booked, have you researched these?

The issue of whether or not they can fill flights and rooms is unfortunately irrelevant.

Do you have travel insurance that would cover the circumstances behind the enforced cancellation?

If not, then you have the options outlined above, i.e. credit/voucher (can't you make use of these?) or partial cash refund....

Edit: apologies, I missed the reference to the refund option, so, as below, its terms are key to your rights here.

k3lvc

Can you show the wording of the alleged option for 'refund if you cancel before xxx' - I suspect this is about hotel/accommodation and not flights - without this wording no-one's going to be able to help further

KACPepper

Out of interest I tried to rebook using exactly the same as I did and the wording on the website has changed, as I wanted to get a screen shot.  Now it is very clear you would only be refunded for the hotel not the flight.  Had this been on the original booking I would have hesitated and probably not booked.  With reference to the vouchers/credit no I would not use this company again, ever, once bitten twice shy.  Does anyone know why they reduce the refund if you want a direct return to the credit card.  They offer more for a voucher, less for credit and even less again for a cash refund.  Is this legal?

KACPepper

Does anybody know what the position is for a package holiday refund.  I have been offered a refund - I cancelled - I can either have a travel credit, voucher or direct payment back to my card I paid with.  Sounds good however I have no wish to use this company again so travel credit and voucher are out of the question.  If I go for the direct payment to card my amount drops by £86.16.  Are they allowed to do this?

onashoestring

KACPepper said:

Out of interest I tried to rebook using exactly the same as I did and the wording on the website has changed, as I wanted to get a screen shot.  Now it is very clear you would only be refunded for the hotel not the flight.  Had this been on the original booking I would have hesitated and probably not booked.  With reference to the vouchers/credit no I would not use this company again, ever, once bitten twice shy.  Does anyone know why they reduce the refund if you want a direct return to the credit card.  They offer more for a voucher, less for credit and even less again for a cash refund.  Is this legal?

It is legal if it was in the T&Cs that you agreed to when you booked - if the flight was non- refundable, they do do have to give you a refund , but may choose to offer you a voucher / credit instead - you will need to check the T&Cs that you signed up to when you made your booking . 

If there is a difference between the T&Cs and what you are being offered than there are options available- but you need to check those T&Cs first - can you post a link on here ? 

eskbanker

KACPepper said:

Does anyone know why they reduce the refund if you want a direct return to the credit card.  They offer more for a voucher, less for credit and even less again for a cash refund.  Is this legal?

Turning it round the other way, what would make it unlawful?  There is legislation, such as the Package Travel Regulations, that mandates full refunds to the original method of payment if the provider cancels a booking, but if the traveller does so then they're subject to the contractual Ts & Cs regarding cancellation and refunds, which are largely within the provider's sole control.

Tiered offerings like this have been common practice for many companies since the pandemic started, the rationale presumably being that a voucher or credit means that you'll buy through them again, earning them some profit/commission, whereas a refund is money straight off their bottom line.

onashoestring said:

It is legal if it was in the T&Cs that you agreed to when you booked

It's not quite as simple as that - Ts & Cs can't override statutory rights, so can in themselves be unlawful, but in general there isn't anything giving legal protection to a customer choosing to cancel a booking.

Westin

KACPepper said:

Out of interest I tried to rebook using exactly the same as I did and the wording on the website has changed, as I wanted to get a screen shot.  Now it is very clear you would only be refunded for the hotel not the flight.  Had this been on the original booking I would have hesitated and probably not booked.  With reference to the vouchers/credit no I would not use this company again, ever, once bitten twice shy.  Does anyone know why they reduce the refund if you want a direct return to the credit card.  They offer more for a voucher, less for credit and even less again for a cash refund.  Is this legal?

I don’t wish to rub salt into your wound but do you think you may have just missed this?

I would say it very unlikely that LM amended the website.  It is also the norm that the flight element sold would be a restrictive ticket, likely non-refundable.  As others have suggested it was likely the hotel may have had flexibility and could be changed, I feel unlikely the flight. 

The argument that LM have time to resell your holiday can not be held. LM do not control the elements of the package. They are just buying in the travel components.  You cancelling the flight does not give LM a right or hold on that seat to resell. The airline has it.

The booking terms and conditions will laid down what refund is applicable.  If you are being offered an extra value as an incentive to hold the amount as a credit voucher this sounds like a gesture being made by LM. I don’t think they need to do this.  

As for a fully refund, LM have incurred costs. Possibly non-refundable air fare and certainly merchant fees on credit card payment (and a refund). I can see why they would not offer the full amount back.