Lastminute.com help!!

Westin

Then as you have a single contract package holiday they should refund you in full the cost of the amount paid to LM.  See @onashoestring earlier post.  

I suspect the person looking at your issue either misunderstood and thought it was a flight only booking (in which case the deduction of a LM admin fee would be made) - or doesn’t know what they are doing.  Write back referencing their own T&C on this. 

LM are not however responsible to refund extra items purchased by you outside of the sold package arrangement e.g. items you mention in point 2). 

Whilst it seems LM are not at fault for the cancelled holiday (although they could have done better in booking an alternative flight after they offered it to you) their back-office service is woeful and lacking.  

Powapa

@Westin thank you very much! Spoke to someone this morning at lastminute who gave me an email address for the complaints team so have sent that across stating all the facts. Hopefully get somewhere this time! 

Powapa

@Westin this is the response received pretty poor worded response and no mention of my compensation request of £30 per person. Do you think I stand a chance pursuing this or just put it to bed now? 

Thank you for your email.

We apologize for the inconvenience caused to you. 

We kindly inform you that we were given the refund that the provided given us. As we work as tour operator we don't have any control over the refund.

We would like to inform you that When you use our booking service, we charge a fee for our intermediation.  

This is mentioned in section 1 Service Description in our terms & conditions.  

We also display the exact agency fee applicable to your booking before you insert your payment details. The agency fee is not refundable if you choose to cancel your booking. 

Powapa

Sorry also to mention they state “The agency booking fee is not refundable if you choose to cancel your booking” but we didn’t cancel out booking we had no other choice as our flight was cancelled?

Westin

Having booked a package holiday, under a single contract arrangement, LM are the principle in the arrangement and you should be entitled to a full refund of the costs paid for the holiday.

You might wish to read through this MSE guide
https://www.moneysavingexpert.com/travel/holiday-rights/
Your rights are also covered under the Package Travel & Linked Travel Arrangements Regulations 2018.

I had a quick look at Section 1 / Service Description of their T&C’s as quoted above and I can’t see anything mentioning that they can deduct any service fee if they cancel the holiday (airline cancelled but LM did not replace the flights). 

https://www.lastminute.com/terms/terms-and-conditions-lastminute-group/

Which then links to:
https://www.lastminute.com/en/info/privacy.html?purpose=tc_flight_hotel&touchPoint=checkout-dp

My personal opinion of Lastminute.com has for years been very very low.  It is a Swiss head quartered, Spanish run business.  They seem to have very poor post booking service. I am sure you will think twice about using them again and I wish others would as well.