Last minute... still not giving us our refund after 2 years....

HelenFaye

I used to always book my holidays through Lastminute.com and everything was fine had no issues. Back in October 2024 we booked a package to Madrid as we were going to a concert there. Unfortunately closer to the time the concert venue was rearranged and it was miles from were we booked and transport was very poor so we decided to cancel. We got our concert tickets refunds instantly but with last minute its been 2 years and we are still waiting. Firstly we paid for the cancellation insurance which doesn't mean a thing as they would only let us cancel the hotel not the flights? So from £900 holiday they would only give us £600 back. They told us they had refunded it but only £100 appeared in our account. They then wanted bank statements to prove it. Forwarded them and heard nothing for ages so my husband did a chargeback on his card (didn't get much from that). We just left it after that then a year later they started sending me messages to say we were owed a refund so I started the process again. I had to prove the Credit card chargeback was closed and then eventually they have let me add my account details in again (just in May 2026). Then no payment has arrived - got in touch, apparently they have sent it - guess what I have to send them bank statements again! So back to square one with it all! I just want our money back - said I would go to the ombudsman and they started replying again but you can't contact them very well if you have an issue and you just get the same automated reply back. I really used to value this company but now I will never use them again as a refund should be the easiest thing in the world to do!

Is there any advice on how to proceed with this or whom to contact to complain - they are members of ABTA etc but they seem to deal with flight cancellations, I want to complain about the company?

Bigphil1474

I don't think they are ABTA members any more. Worth checking. ABTA deal with complaints against their members, so it's not just flights. If last minute are a member, just submit a complaint to them. Otherwise you may have to go through small claims court.

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/82055983#Comment_82055983

ATOL and ABTOT only, since about 2023.

NoodleDoodleMan

Last Minute baled out of ABTA July 1st 2013.

https://travelweekly.co.uk/in-depth/lastminute-leaves-abta-for-rival-bond-provider-abtot

It was their get out of jail card to avoid paying refunds to clients for cancellations due to COVID-19.

On The Beach also quit ABTA for same reason.

If memory serves both companies received many complaints linked to these issues.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82056952#Comment_82056952

It was 2023 (as per the previous post, and your link too), not 2013.

NoodleDoodleMan

A typo / senior moment 🙄

Hehaw2025

After how last minute (and many others) treated their customers after Covid I don’t understand why anyone would book through them again.