Last minute car rental cancellation policy

AntoineFR · 22 July 2019 at 2:43PM

Hi,

I recently booked a flight + hotel package on lastminute.com. On the last page just before payment I had the option to rental a car. It is marked as free cancellation and I also checked the terms and conditions just below the car rental section:

Cancellation of Fully Prepaid Bookings
If you cancel 48 hours or more before your rental is due to start, the money you’ve paid will be refunded.

Amendments (changes to your booking)
You can make changes to your booking any time before you’re due to pick the car up.
If your pick-up time is at least 48 hours away, the easiest way to do this is to go to ‘Manage booking’ in the top right-hand corner.
If you need to change something when your pick-up time is less than 48 hours away, please call us instead.
There is no fee for changing your booking, but any changes you make may affect the rental price.

Later I realised I could book the same car elsewhere with a no excess insurance for a cheaper price. I then called up Last minute and they said I could cancel the car rental if I paid a £30 handling fee.
I told them there website said there is no fee to change the booking but they insisted that because I booked a package any service I add on top is part of the package and liable to the handling fee reserved for amendments to packages.

When looking at the packages terms and conditions (at the bottom of the booking page), and scrolling down to the very bottom of it, it says:

6. Any change requested by the User after confirmation of the services included in the package holiday will incurr an extra £30 per person charge.

I don't consider the car being part of the package since I decide to add at the end and it has separate terms and conditions.

I dont know if anyone has experienced this situation before and I would appreciate some feedback regarding to how I should handle this.

Thanks.

Alan_Bowen · 22 July 2019 at 6:52PM

Legally buying a flight and car hire at the same time creates a package and I would expect package rules to apply. Having said that if at the time you added car hire, it showed you could cancel for free, they should abide by the offer and amend their website pronto. See if you can recreate the page if you didn't take a screenshot at the time and then send the evidence to them

heatherw_01 · 22 July 2019 at 6:54PM

You added the car so it is a package, doesn't matter what stage it's still a package booking

AntoineFR · 23 July 2019 at 8:14PM

I still don't believe that they have a write to mark this as free cancellation and say that amendments can be made without a fee when this is actually not true.

eDicky · 24 July 2019 at 7:07AM

To change (amend) your booking does not necessarily include cancellation. I don't see mention of no fee for cancellation, only 'the money you’ve paid will be refunded.'

Last minute car rental cancellation policy

Comments

Categories

Get our FREE Weekly email full of deals & guides - and it’s spam-free