Lastminute.com won't give full refund

nbieber

I just don't know what to do. KLM cancelled a part of my flight (I still have no idea why they contacted me by email and not lastminute.com) so I got in touch with lastminute.com on an online chat and explained that they had cancelled and I would need to start proceedings for a full refund. I stated on several occasions that I would expect a full refund. The online representative said it would be processed and I would get an dmail in upto 7 days (this was 11 days before the flights). I waited patiently butafter 7 days I was panicking and called. They told me to wait. 48 hours before flight - after another online chat and 3 more emails - I called again and was told I would get a full refund for all parts of my journey fir both passengers. I asked several times if I would get a full refund and was told yes. I was very relieved as you can imagine as flights were nearly £1000. 2 weeks ago I got confirmation of my refund £22.10. Gulp....what!
I have sent 12 emails and been told its not their fault and if j have a problem with the amount I should call KLM myself. I finally did and the lady was lovely. She could not get into my booking as it is through lastminute.com and has a different reference code. She did tell me it was their policy to give a full refund for all parts of thd journey if even one part is cancelled. So, where is my money? They are ignoring me and just say they are a third party and it's the flight company's problem.

What can I do now? Who should I write to for help? 

eskbanker

If you paid Lastminute then they need to refund you - they are probably entitled to deduct an admin fee for doing so (if this is covered in their Ts & Cs), but it's their responsibility to secure the refund from KLM and pass it on.  They have a poor reputation and aren't renowned for being helpful, so you'll need to be persistent....

Alternatively, you could try a chargeback via your card provider, assuming you paid by card?

Depending on the reason for the cancellation, you may also be entitled to compensation (separately from the refund), which would need to come directly from the airline:

https://www.moneysavingexpert.com/travel/flight-delays/#cancelrules

Westin

Lastminute.com will only refund you (less any admin fee) once they receive and reconcile the refund from KLM.  I think the LM rep you spoke to gave you duff info and mislead you with timescales.

Check over your paperwork again. There will be a KLM reference as well as a LM one.   KLM would need the KLM one. It will be six or seven alphanumeric characters.  KLM if called should be able to tell you when a refund was made and for how much.

nbieber

I gave KLM every set of numbers lastminute.com gave me but none of them would allow them to see my booking. Its just so frustrating that there isn't anyone to speak to

Westin

nbieber said:

I gave KLM every set of numbers lastminute.com gave me but none of them would allow them to see my booking. Its just so frustrating that there isn't anyone to speak to

No 6-7 alphanumberic code anywhere on your travel confirmation documents, eve if tagged at the end of your LM booing confirmation number?   e.g.  762526374/RH56FR?   The latter being an airline PNR.

To be honest if the KLM staffer wanted to find your booking on their system they probably could.  So long as they had your name/flight number and date it should be a record they can find even without the PNR.

I can understand the frustration in contacting LM but this is one of the big downsides of booking with an overseas based online ticket seller.  Processes will be automated, physical staffing minimal - all to keep prices down which appeals to many searching purely on 'cheap' an no other reputation or service criteria.

Is the £22.10 refund perhaps against an extra that you booked (seats?). Sometimes refunds happen in stages.