What's going on at Lastminute.com?
Discussion
I can't believe how the service has plummeted so badly in order for them to turn a profit?
I booked a flight in March, to travel on the 17th April.... Come 16th April it was pretty apparent this wasn't going to happen, and they managed to re-book for a couple of days later. Over an hour on hold to do this (national call rate), then got cut off. Then again. I worked out over £20 of calls, just to confirm a re-booking or whether it was cancelled.
Then finally, once the fog had cleared, I called again to re-book, but they couldn't get me out there for another two weeks, which was far too late to do anything I had planned (trade fairs).
They offered to refund me, since they couldn't honour the contract, and I re-booked again separately for the next month (this time directly with the airline).
What worried me, was their refund time-scale of 16 (sixteen!!) weeks, citing they had to claim the money back from the airline (which I think is BS, a company as large as that has some serious credit lines in place with all the major airlines). I also wouldn't be getting the credit card fee I paid back (about £12), only the actual flight cost. I know full well this is against all reason and rules, I am in internet retail myself, so know the legislation.
It's in the T&Cs they say, so tough luck (although I'm sure Trading Standards would disagree).
So, roll on 22 weeks later, numerous emails, and still no refund.
Credit card will only offer to do a chargeback within 60 days of the payment date, which expired approximately 2 weeks after I was supposed to fly, so they're no bloody good either.
I keep getting replies from lastminute.com that say 'sorry, we'll look in to it and get back to you within 24 hours', but then nothing again. They must think I'll just forget it and go away.
What to do? Trading Standards must have a file on them the size of a small building, since almost everything they try to wriggle out of is clearly in breach of every kind of legislation. They couldn't honour the contract, so a full refund should apply, within a 'reasonable time' (normally considered to be 28 days).
I can't think of any other company that could get away with "sorry, we can't ship your goods, but we're going to charge you for processing the order anyway and tough luck". This isn't allowed!
So, what next?
I'm tempted to go for a small claims action, then at least I'd get some of the interest back that I've been paying too, plus the original payment. They don't really have a leg to stand on either. I paid for a service, they couldn't provide it, and won't give me my money back.
I guess I'm holding off because I can't see how such a big company can behave like this? It's really very odd.
They've also managed to turn a customer spending £5k a year on flights and hotels (I travel a lot for work) in to a customer that's complaining about them on internet forums. Me probably think that a little crazy, no?
I know the reasonable course of action, which is that they've been given ample opportunity to refund me, but cannot, or will not do this, is to go the legal route, but this is ridiculous. I just want my money back!
Suggestions on a postcard welcome!
I booked a flight in March, to travel on the 17th April.... Come 16th April it was pretty apparent this wasn't going to happen, and they managed to re-book for a couple of days later. Over an hour on hold to do this (national call rate), then got cut off. Then again. I worked out over £20 of calls, just to confirm a re-booking or whether it was cancelled.
Then finally, once the fog had cleared, I called again to re-book, but they couldn't get me out there for another two weeks, which was far too late to do anything I had planned (trade fairs).
They offered to refund me, since they couldn't honour the contract, and I re-booked again separately for the next month (this time directly with the airline).
What worried me, was their refund time-scale of 16 (sixteen!!) weeks, citing they had to claim the money back from the airline (which I think is BS, a company as large as that has some serious credit lines in place with all the major airlines). I also wouldn't be getting the credit card fee I paid back (about £12), only the actual flight cost. I know full well this is against all reason and rules, I am in internet retail myself, so know the legislation.
It's in the T&Cs they say, so tough luck (although I'm sure Trading Standards would disagree).
So, roll on 22 weeks later, numerous emails, and still no refund.
Credit card will only offer to do a chargeback within 60 days of the payment date, which expired approximately 2 weeks after I was supposed to fly, so they're no bloody good either.
I keep getting replies from lastminute.com that say 'sorry, we'll look in to it and get back to you within 24 hours', but then nothing again. They must think I'll just forget it and go away.
What to do? Trading Standards must have a file on them the size of a small building, since almost everything they try to wriggle out of is clearly in breach of every kind of legislation. They couldn't honour the contract, so a full refund should apply, within a 'reasonable time' (normally considered to be 28 days).
I can't think of any other company that could get away with "sorry, we can't ship your goods, but we're going to charge you for processing the order anyway and tough luck". This isn't allowed!
So, what next?
I'm tempted to go for a small claims action, then at least I'd get some of the interest back that I've been paying too, plus the original payment. They don't really have a leg to stand on either. I paid for a service, they couldn't provide it, and won't give me my money back.
I guess I'm holding off because I can't see how such a big company can behave like this? It's really very odd.
They've also managed to turn a customer spending £5k a year on flights and hotels (I travel a lot for work) in to a customer that's complaining about them on internet forums. Me probably think that a little crazy, no?
I know the reasonable course of action, which is that they've been given ample opportunity to refund me, but cannot, or will not do this, is to go the legal route, but this is ridiculous. I just want my money back!
Suggestions on a postcard welcome!
Their own site states the following under 'how and by who is my purchase protected?'; 'What is ATOL protection?'
...This effectively means that should your airline be unable to provide travel due to bankruptcy, or other unforeseen circumstances, customers will be automatically re-protected onto new flights, given a full refund of any monies paid...
If I were you I'd give up with Lastminute and get in touch with ATOL and get them to look into it. Also it might be worth having a look around here - http://www.holidaytravelwatch.net/category/travel-...
...This effectively means that should your airline be unable to provide travel due to bankruptcy, or other unforeseen circumstances, customers will be automatically re-protected onto new flights, given a full refund of any monies paid...
If I were you I'd give up with Lastminute and get in touch with ATOL and get them to look into it. Also it might be worth having a look around here - http://www.holidaytravelwatch.net/category/travel-...
Well, I've sent one last email, this time asking for a contribution towards my credit card interest for the extra six weeks they've held on to my cash.
I'm not holding my breath.
Wasn't really a rant, just looking for suggestions as to what I could do other than the legal route (which I have always thought a waste of the court's time with a large company).
I can't see any magistrate being impressed that Lastminute.com can't give a simple refund six months after they cancelled my flight. I really can't loose a court case, but then I really don't want to go down that route either. Seems like a waste of everybody's time!
Anybody got any contacts in the BBC or media? Are we due a story on this?
I'm not holding my breath.
Wasn't really a rant, just looking for suggestions as to what I could do other than the legal route (which I have always thought a waste of the court's time with a large company).
I can't see any magistrate being impressed that Lastminute.com can't give a simple refund six months after they cancelled my flight. I really can't loose a court case, but then I really don't want to go down that route either. Seems like a waste of everybody's time!
Anybody got any contacts in the BBC or media? Are we due a story on this?
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