Lastminute.com dragging their feet over flight refunds

couchiedemon

We booked to fly to the far east on 28 Feb, via Abu Dhabi. Shortly after we pushed back the flight returned to the gate and, long story short, we were eventually de-boarded and sent on our way home. I contacted Lastminute.com a couple of days later to enquire about a refund. Their initial response was that as Etihad had not, at that stage, marked the flight as cancelled, we would only be in line for a partial refund, especially as the return flight was still showing as "on schedule" (regarless of the fact that we could not get to our far east destination to join it). The next day, Etihad announced that affected passengers could obtain refunds for their entire trip. I spoke again to Lastminute.com who confirmed that they would be processing a full refund. Happy days - or so I thought. Fast Forward two days - I get a phone call from Lastminute.com who tell me that yes I could have a refund but only on the basis of a volutary cancellation (one assumes with penalties) given that the return flight had not been cancelled. I mmade clear that this was not what Etihad were saying and that we were due a full refund as the cancellation was not of our making.A couople of days later I contact Lastminute.com again. They say they are proccessing the full refund and it should take 7-14 days. I write to Lastmiute.com pointing out that Regulation EC 261/2004 states that refunds should be made within 7 days which runs out on Saturday 7 March. I contact Lastminute.com again today to be told that, yes, they are processing a refund but they must wait until Etihad refunds them the money, then they'll refund what they owe me. This could take months, as I have no doubt that Etihad have more pressing concerns at this time. After a pointless circular argument about how this is not what the law requires, I decided to put the matter into dispute with my credit card company. I wonder if anyone else is having similar issues with this company?

Woodstok2000

EC 261/2004 applies to airlines, not to travel brokers. As you've noted, under that rule, Etihad must provide a refund within 7 days, then lastminute.com.com have 7 days to pass it on to you. You need to be patient.

https://www.google.com/url?sa=t&source=web&rct=j&opi=89978449&url=https://www.aviation24.be/organisations/european-commission/expedia-and-lastminute-com-commit-to-faster-flight-refunds-after-eu-pressure/&ved=2ahUKEwjAguuB7JqTAxUXV0EAHUcUF2MQFnoECBkQAQ&usg=AOvVaw38mkwmtsSNewusMuGWLEoK

jaybeetoo

Why do people book with lastminute.com? They were useless during Covid. People have short memories.

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/81920639#Comment_81920639

Perhaps the OP could enlighten us, why did you book with lastminute rather than Etihad direct?

Nebulous2

They work, and may save a bit of money when things go well, but are remarkably difficult to deal with when things don't.

I was one of the unfortunate people who was impacted by them during the pandemic. They closed all lines of communication and didn't respond for months. I eventually got a settlement of sorts - but my bank and insurer were both better than LM.

Ever since then I've booked direct with an airline, despite slightly higher costs.