Lastminute.com to pay £7m in holiday refunds
01/12/2020
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news
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business
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More than 9,000 customers have yet to be repaid for cancelled package holidays amid the Covid crisis.
1
Don Bennett
01/12/2020 11:54:06
53
5
bbc
Always book or shop using a credit card much better to get your refunds.
Yes, and it means that if you don't manage to get something for nothing by nit-picking the tiniest issue with the product/service that you have received, or you didn't read the Terms & Conditions that you agreed to, you may then take this nuclear option to basically steal from the product/service provider.
How good of them, it’s the law. They are very quick to take money and no doubt payout share holders etc. Quite disgraceful that they have not already done so.
All the companies involved are public companies with share holders then are they? Or is that just an assumption? And if you were a shareholder, and entitled to a dividend then you would expect that, just as someone who has paid for a holiday can expect a refund. I really don't understand this anti-"share holder" bias.
Your money goes directly to airline or hotel via the travel company. The Airlines/hotels are not refunding money though. Airlines switched off BSP payments meaning refunds cant be processed. That is the problem, but they did this because they sinply do not have the money. So choice is they go bust, travel firms go bust, nobody gets any monet back.
Forcing travel companies to repay customers who have lost their holidays is all very well, but if they have used the money to pay for hotels & flights etc. what are they supposed to do? I'm not saying that they shouldn't have to refund customers, but they probably don't have the money in the bank. They need to get it back from their suppliers & pushing them too hard will force them to collapse.
If their liabilities outstrip their current assets they are trading whilst insolvent, which is on their own head, not that of the customer who has been waiting months for a refund.
As was reported by the BBC when Thomas Cook failed... the hotel owners and ancillary service companies are paid every quarter or at the end of the season.
Airlines have to be paid up front. BA returned our money to LM but LM denied this any hung on to our cash for over seven months.
We had to pay credit card interest for goods and services that we did not receive.
Airlines have to be paid up front. BA returned our money to LM but LM denied this any hung on to our cash for over seven months.
We had to pay credit card interest for goods and services that we did not receive.
Remember these defaulting companies when things, if ever, get back to normal. I for one will give them a wide berth and they will never get my custom again.
Absolutely right. Avoid certain budget airlines beginning with R.
I agree with you, but the same was said about Wetherspoons and Sports Direct after the first lockdown - the public have very short memories, especially when it comes to "cheap" deals.
Give the deteriorating state of the planet we should give all air travel a wide berth unless it is absolutely necessary. You can still have a great time here in the UK.
If air travel is essential then please make an appropriate donation to a carbon offsetting scheme.
e.g.
https://www.climatestewards.org/
.
If air travel is essential then please make an appropriate donation to a carbon offsetting scheme.
e.g.
https://www.climatestewards.org/
.
What the general public don't seem to understand is that the money paid to package holiday companies does not simply sit in their bank account. It is used to pay for flights and accommodation on your behalf. So they can only refund individual customers once airlines and hotels have refunded them.
All the companies involved are public companies with share holders then are they? Or is that just an assumption? And if you were a shareholder, and entitled to a dividend then you would expect that, just as someone who has paid for a holiday can expect a refund. I really don't understand this anti-"share holder" bias.
For a start a shareholder is not entitled to a dividend, it is at the discretion of the board and usually only paid when there is a profit or surplus. Secondly the reason many people take issue is due to shareholder pressure often leading to companies acting against the interests of their customers in the name of short-term profit.
It's only an anti-shareholder bias when the shareholders' needs are put ahead of the customers' - which seems to be the case 100% of the time.
Surely being a shareholder is an investment 'risk'. ie you take the losses alongside the profits.
As a shareholder you are not guaranteed a return, that's a risk you take when you invest. There is no comparison for paying up front for a service or goods you don't receive.
Your so wrong you get dividends from declared profits not from money that you have not earned and should be paid back under the law so you are either a share holder wanting to steal this money a window merchant or just an idiot
Removed
You've only yourself to blame if you booked a holiday during lockdown and lose your money, it was always a risky prospect.
Travel companies were letting people book and taking their money. Why should it be the customer's fault when the company steals money from them. I guess not everyone is as smart as you. Now get back in your box.
Removed
The vast majority of these cases are holidays booked before the covid crisis. Are you expecting people to have crystal balls?
We booked the first week in January when this virus was not even on the radar.
I am sure others had booked last year for this year so this hardly is their fault.
I am sure others had booked last year for this year so this hardly is their fault.
Not everyone waiting for refund money booked after the pandemic started, I’m still waiting for money on hotels booked last year for this September, I would have needed to be be mystic Meg to know what was coming so don’t broad brush blame on everyone waiting for money back.
Many of these bookings would have been made before March, before the pandemic. Without access to crystal balls, people couldn't know that the holiday they were booking was going to be during lockdown.
What about those of us who booked before the pandemic...
Its much harder for people who booked before the pandemic to get a refund - a lot of companies made it easier to change holidays etc if booked after the first lockdown - which makes absolutely no sense!
Its much harder for people who booked before the pandemic to get a refund - a lot of companies made it easier to change holidays etc if booked after the first lockdown - which makes absolutely no sense!
My holiday was booked well before Covid was even a thing... still waiting for my refund
Do some people have a problem with English comprehension? I've highlighted the key word here in the hope that the penny will drop....
"if you booked a holiday DURING lockdown"
This has a different meaning to....
"if you booked a holiday BEFORE lockdown"
See, it's not hard.
"if you booked a holiday DURING lockdown"
This has a different meaning to....
"if you booked a holiday BEFORE lockdown"
See, it's not hard.
I booked after the end of the first Lockdown and the trip was cancelled when we went back into Lockdown.
Since received a full refund from LM with no drama.
Not sure where the risk is.
Since received a full refund from LM with no drama.
Not sure where the risk is.
My Wife still waiting after 8 months for a flight refund from Tianjin Airlines ( China ) We won't give up.. or ever book with them again.
Remember these defaulting companies when things, if ever, get back to normal. I for one will give them a wide berth and they will never get my custom again.
That's the one I'm avoiding. Needed to get PayPal involved to get my money back after they promised a refund then switched it to a voucher and restarted the refund request process.
We will never, ever use LM again after our treatment at their hands this year.
They should be forced to pay compensation to everyone whose refund was or is made outside of the 14 day limit.
I will also add that ABTA is not fit for purpose.
LM failed to follow the ABTA code of practice yet ABTA failed to enforce it's own agreed code of practice upon LM who had signed up to abide by it.
They should be forced to pay compensation to everyone whose refund was or is made outside of the 14 day limit.
I will also add that ABTA is not fit for purpose.
LM failed to follow the ABTA code of practice yet ABTA failed to enforce it's own agreed code of practice upon LM who had signed up to abide by it.
So if Last minute cant get money back from Airline/Hotel (which is the reason they are not refunding) yes they can refund everybody til the money runs out, then company goes bust, staff unemployed, remaining cstomers waiting for refunds get nothing as they are just another creditior of a bankrupt company. I waited many months for refunds but accepted its exceptional times.
Absolutely agree on all points -my experience too. and its so cynical as it implies that we [the general public]have had nothing better to do than chase them up.
Took about 3-4 weeks for me.
Really not bad given the situation.
Really not bad given the situation.
Forcing travel companies to repay customers who have lost their holidays is all very well, but if they have used the money to pay for hotels & flights etc. what are they supposed to do? I'm not saying that they shouldn't have to refund customers, but they probably don't have the money in the bank. They need to get it back from their suppliers & pushing them too hard will force them to collapse.
Ok so when 100% of your business for months is to be refunded and nothing coming in, tell me any company that will have cashflow to do that. These are unprecedented times. Quite simply if everybody was refunded as per rules, most companies would be bust after paying out less than half the refunds.
Ok, so they go into liquidation, then customers have to wait months, if not years before eventually getting a bit of their money back. How does that help?
But whilst trading, they still have a chance of getting money back from their suppliers to repay the customers in full. I know from personal experience that once a company goes into liquidation, the liquidators struggle to collect debts owed.
But whilst trading, they still have a chance of getting money back from their suppliers to repay the customers in full. I know from personal experience that once a company goes into liquidation, the liquidators struggle to collect debts owed.
Good news but let's have the same for Booking.com please. Been waiting since March for £900 from them. Last info from them was "they were waiting for refund from airline". When did you ask for the refund I asked, "September" they replied! Beggars belief. Refund + interest please.
We, and many more are 'still' awaiting refunds from Sykes Cottages due to the CMA's ruling on Sykes that the 23rd March was the date from which refunds should apply when in actual fact, the PM warned against any unnecessary travel on 16th March. The 16th March was, I believe, was used by the CMA as the refund point for the likes of TUI though not Sykes Cottages......leaving many 'out of pocket!'
All the companies involved are public companies with share holders then are they? Or is that just an assumption? And if you were a shareholder, and entitled to a dividend then you would expect that, just as someone who has paid for a holiday can expect a refund. I really don't understand this anti-"share holder" bias.
For a start a shareholder is not entitled to a dividend, it is at the discretion of the board and usually only paid when there is a profit or surplus. Secondly the reason many people take issue is due to shareholder pressure often leading to companies acting against the interests of their customers in the name of short-term profit.
Just enough air travel to stoke the virus
Not enough to keep the industry going
NZ is finding around 2-3 per 100 returnees are infected (or at least test positive - another argument altogether).
Non-essential air travel is utterly reckless - airports are perfect virus exchange opportunities - masks are useless against aerosol sized droplets.
Not enough to keep the industry going
NZ is finding around 2-3 per 100 returnees are infected (or at least test positive - another argument altogether).
Non-essential air travel is utterly reckless - airports are perfect virus exchange opportunities - masks are useless against aerosol sized droplets.
Remember these defaulting companies when things, if ever, get back to normal. I for one will give them a wide berth and they will never get my custom again.
We have never been able to use cheap sites like these. They just don’t cater for disability needs. I just hope our local physical travel agent reopens after all this. At least they tailor holidays for us and refunded all our money.
You pay peanuts, you get monkeys.
You pay peanuts, you get monkeys.
Boycotted Witherspoons years ago. Only been in one once since, and that was for a school reunion and the venue was not my choice! Went into Sports Direct for some golf balls (for my Mum!) a few years ago, and discovered they don't actually sell sports equipment.....not been back since. Both place very easy to avoid really....
Forcing travel companies to repay customers who have lost their holidays is all very well, but if they have used the money to pay for hotels & flights etc. what are they supposed to do? I'm not saying that they shouldn't have to refund customers, but they probably don't have the money in the bank. They need to get it back from their suppliers & pushing them too hard will force them to collapse.
As was reported by the BBC when Thomas Cook failed... the hotel owners and ancillary service companies are paid every quarter or at the end of the season.
Airlines have to be paid up front. BA returned our money to LM but LM denied this any hung on to our cash for over seven months.
We had to pay credit card interest for goods and services that we did not receive.
Airlines have to be paid up front. BA returned our money to LM but LM denied this any hung on to our cash for over seven months.
We had to pay credit card interest for goods and services that we did not receive.
Travel firms basically run like a ponzi scheme. Your holiday payment is paying for the holiday of the person who went a few weeks before you. So any interruption is going to cause problems.
It's allowing this form of trading to go on that is the issue. For that, look to the government regulations.
It's allowing this form of trading to go on that is the issue. For that, look to the government regulations.
the same applies to far too many companies. Retailers can be the worst - many will have banked their customers cash before they allow a supplier to invoice them - and will still take 90 days plus to pay them. Small businesses have to pay by card or cash and are being forced to fund the cashflow of big biz.
Lastminute.com failed to even inform me that my holiday had been cancelled! There was next to zero communication in the days and weeks leading up to the departure date. It was pretty obvious it wasn't going ahead but without notifying customers, some would have travelled to the airport to be told. Took 2 months to refund me Will never be using them again, even if they do survive!
I had exactly the same problem and they then lied that they were awaiting a refund from the hotel - when I contacted the hotel it had not been paid anything. It took 3 months to get a refund. Like you I will never use them again
Suspect that's a deliberate policy. Hoping that some customers will decide to cancel their holidays to avoid the stress and uncertainty - thus waiving their rights to a refund.
I had an email about a month ago.
Should not have taken this for them to repay. Deserve to go out of business, in fact anyone who now books with them needs their bumps read.
I had to cancel in early November and the money is now back in my account.
Not sure why you had a problem.
Not sure why you had a problem.
Jet2.com refunded us within a week of our scheduled departure date. No issues with them. You are better off using a travel agents to be honest. At least then you have a middle man. Booking online is fine, but emails are much easier to ignore than walking through a travel agents door is.
It is really difficult for travel companies.
They take your payment or deposit - but then have to pay out deposits to hotels and/or others.
That means, they no longer have 100% of your money. They have to retrieve those deposits (if they can) from various places.
People are due their money back, certainly, but the above I hope, provides some understanding on why this isn't instant.
They take your payment or deposit - but then have to pay out deposits to hotels and/or others.
That means, they no longer have 100% of your money. They have to retrieve those deposits (if they can) from various places.
People are due their money back, certainly, but the above I hope, provides some understanding on why this isn't instant.
Use an agent like Trailfinders where customer deposits are not used to fund ongoing operations and initial deposits. It is not spent until needed. Two holidays booked with them this year with full refunds immediately offered.
Exactly, people refuse to understand this concept, or more likey do but dont want it to apply to them - 'so long as I get my refund stuff the rest' travel firms make very little profit most money goes to airlines and hotels. They would go bust if the refunded all money without getting back from airlines first.
Always book or shop using a credit card much better to get your refunds.
Yes, and it means that if you don't manage to get something for nothing by nit-picking the tiniest issue with the product/service that you have received, or you didn't read the Terms & Conditions that you agreed to, you may then take this nuclear option to basically steal from the product/service provider.
Lastminute.com repaying its customers at the very last minute.
Ba dum tis
Well no. They have gone past last minute as last minute was 14 days later. This is now 8 months later almost
All the companies involved are public companies with share holders then are they? Or is that just an assumption? And if you were a shareholder, and entitled to a dividend then you would expect that, just as someone who has paid for a holiday can expect a refund. I really don't understand this anti-"share holder" bias.
Lastminute are a vile company. After my experience with them I will never use them again. I managed to wrangle a tiny amount of the money I am owed that was booked early March 2020
My trip was cancelled in early November and the money is back in my account.
Not sure why you have had these problems.
Were you due to go before the start of the first Lockdown.
Not sure why you have had these problems.
Were you due to go before the start of the first Lockdown.
Did you book in early March or was the trip in early March.
Who cancelled you or them?.
Who cancelled you or them?.
Lastminute.com failed to even inform me that my holiday had been cancelled! There was next to zero communication in the days and weeks leading up to the departure date. It was pretty obvious it wasn't going ahead but without notifying customers, some would have travelled to the airport to be told. Took 2 months to refund me Will never be using them again, even if they do survive!
Still waiting compensation from Ryan Air and been waiting since March so 9 months. All we get is offers of vouchers every now and again which we don't want.
Bring back the day when it was a privilege to fly, leg room, comfy seat, meal served on the plane, movies, music.
KLM flights on 15 July costing £400 bought via Lastminute.com. What a mistake. I'm still waiting for refund, although they say that KLM have paid up.
Lesson learned though. They won't get any more business from me and family. Ditto Ferrysavers - they still owe me £350 for sailings cancelled in late April.
Only buy tickets direct from airlines and ferry companies.
Lesson learned though. They won't get any more business from me and family. Ditto Ferrysavers - they still owe me £350 for sailings cancelled in late April.
Only buy tickets direct from airlines and ferry companies.
Aye right P and O wouldnt refund nearlly £400 for a return crossing to I reland that was illegal to take saying the service was running therefore they did not need to refund. Had to get our MP involved in the end so booking direct doesnt always pay off!!!
I had a trip in November which was cancelled when we went back into Lockdown.
The money is back in my account.
Really puzzled that so many people are having problems.
The money is back in my account.
Really puzzled that so many people are having problems.
Well, only to be expected.
Refunds come, only when absolutely forced to, and well, lastminute.com
Refunds come, only when absolutely forced to, and well, lastminute.com
I booked through Teletext holidays. Their communication has been absolutely non-existent. We were meant to go at the end of June but were told we couldn't even apply for a refund until the end of September. Have called them three times since then and still no refund. Certainly won't be using them again.
My family return flights to Athens (out BA and back Aegean) were cancelled in July. I've still not had a penny back from Lastminute.com. When I've been able to get through on the phone, someone just tells me I have to wait. I even said I would accept flight vouchers but nothing. People should understand that if you book through a third party the airline itself will do nothing to help.
Did you ring the airline or LM?.
As posted by somebody else; those companies that treat customers with contempt will be the ones losing future business.
I travel a lot and had to cancel many plans. Had...
Fantastic service from:
Untraveled Paths
Great service from:
Theatres
Warner’s Leisure
Bluebell Railway
London Hotels
Canadian Rail
Calm Air (Canada)
Appalling service from:
Air Canada
Air Transat
West Jet
Caribbean Warehouse
I travel a lot and had to cancel many plans. Had...
Fantastic service from:
Untraveled Paths
Great service from:
Theatres
Warner’s Leisure
Bluebell Railway
London Hotels
Canadian Rail
Calm Air (Canada)
Appalling service from:
Air Canada
Air Transat
West Jet
Caribbean Warehouse
I would add Jet2 to your list. They were brilliant, had flights cancelled in June and the refund was in my bank 3 weeks before we were due to fly without me even having to contact them. They are definitely my go-to airline from now on.
Please add Cruise.co.uk to your Appalling list. We're still waiting for the refund for a June cruise cancelled in April. We believe Princess paid them the money in August. Cruise. gave an initial payment date of 7th October which then changed to 25th November. We had confirmation on 24th that it was going ahead then an email on the 26th that it was now 21st December. That's a company in trouble.
All the companies involved are public companies with share holders then are they? Or is that just an assumption? And if you were a shareholder, and entitled to a dividend then you would expect that, just as someone who has paid for a holiday can expect a refund. I really don't understand this anti-"share holder" bias.
Trailfinders have been brilliant through this - two holidays booked for 2020 were cancelled - immediate refund offered on both, taken on one with a re-book on the other, The company couldn't have been more helpful. May cost a little more but soooo much better than so many travel agents.
Lastminute told me that my refund would be paid 'immediately' back on the 24th of September. Guess what? Still hasn't been paid. While I appreciate it's tough for travel operators, the lies and obfuscation from LM have been really galling.
I was told the same on 26 November and the money is back in my account.
What did they say when you chased them up?.
What did they say when you chased them up?.
I was told the same 26 November.
The money was paid into my account yesterday.
Have you contacted LM and your bank.
Incidentally, when you contact your bank branch, ask about their suspense account.
The money was paid into my account yesterday.
Have you contacted LM and your bank.
Incidentally, when you contact your bank branch, ask about their suspense account.
Good news but let's have the same for Booking.com please. Been waiting since March for £900 from them. Last info from them was "they were waiting for refund from airline". When did you ask for the refund I asked, "September" they replied! Beggars belief. Refund + interest please.
I never expect anything from a company - they are designed to make money - keep expectations low in the U.K and one day you might be surprised
Opodo have been giving me the runaround since my cancelled flight to Bkk last April.Phone calls, emails,web chats....etc etc..wait 15 days, wait another 15 days, wait yet another 15 days....still waiting for my refund...I'm furious..they just lie all the time and get away with it
It is really difficult for travel companies.
They take your payment or deposit - but then have to pay out deposits to hotels and/or others.
That means, they no longer have 100% of your money. They have to retrieve those deposits (if they can) from various places.
People are due their money back, certainly, but the above I hope, provides some understanding on why this isn't instant.
They take your payment or deposit - but then have to pay out deposits to hotels and/or others.
That means, they no longer have 100% of your money. They have to retrieve those deposits (if they can) from various places.
People are due their money back, certainly, but the above I hope, provides some understanding on why this isn't instant.
Yes, and it means that if you don't manage to get something for nothing by nit-picking the tiniest issue with the product/service that you have received, or you didn't read the Terms & Conditions that you agreed to, you may then take this nuclear option to basically steal from the product/service provider.
Customer is always right isnt he? Are you saying people shouldnt get their money back - maybe its you thats never run a business??
Jet2.com refunded us within a week of our scheduled departure date. No issues with them. You are better off using a travel agents to be honest. At least then you have a middle man. Booking online is fine, but emails are much easier to ignore than walking through a travel agents door is.
Sadly while the law says Travel firms must refund, no law complies that airlines and hoteliers must refund Travel firms, so it means Travel companies are out of pocket at a time when no income is coming in. Many airlines simply switched off the ability to refund customers even when payment was made directly to them. I work in travel so I know this as both an agent and customer.
If you don't have car insurance then you don't complain when nobody pays out. If travel firms did not have the foresight to cover themselves for this then... what exactly?
So your employer is LM?
The thing i always do is use a credit card , even when I was charged 3% more . Well worth it .
Providing it isn't a JLFS MasterCard!
From reading the article and the comments here, perhaps Lastminute.com should be renamed Never.com!
Many of the comments need to be taken with a pinch of salt.
Your money goes directly to airline or hotel via the travel company. The Airlines/hotels are not refunding money though. Airlines switched off BSP payments meaning refunds cant be processed. That is the problem, but they did this because they sinply do not have the money. So choice is they go bust, travel firms go bust, nobody gets any monet back.
Maybe businesses should stop operating on a hand-to-mouth basis. They should keep enough money in reserve to pay back customers and suppliers if something goes wrong.
The whole notion of "credit accounts" for "cash flow" purposes is totally irresponsible because when something bad happens like this the company and its suppliers are left in debt.
The whole notion of "credit accounts" for "cash flow" purposes is totally irresponsible because when something bad happens like this the company and its suppliers are left in debt.
Sadly while the law says Travel firms must refund, no law complies that airlines and hoteliers must refund Travel firms, so it means Travel companies are out of pocket at a time when no income is coming in. Many airlines simply switched off the ability to refund customers even when payment was made directly to them. I work in travel so I know this as both an agent and customer.
You little things on your sunbeds...
The thing i always do is use a credit card , even when I was charged 3% more . Well worth it .
We will never, ever use LM again after our treatment at their hands this year.
They should be forced to pay compensation to everyone whose refund was or is made outside of the 14 day limit.
I will also add that ABTA is not fit for purpose.
LM failed to follow the ABTA code of practice yet ABTA failed to enforce it's own agreed code of practice upon LM who had signed up to abide by it.
They should be forced to pay compensation to everyone whose refund was or is made outside of the 14 day limit.
I will also add that ABTA is not fit for purpose.
LM failed to follow the ABTA code of practice yet ABTA failed to enforce it's own agreed code of practice upon LM who had signed up to abide by it.
So if Last minute cant get money back from Airline/Hotel (which is the reason they are not refunding) yes they can refund everybody til the money runs out, then company goes bust, staff unemployed, remaining cstomers waiting for refunds get nothing as they are just another creditior of a bankrupt company. I waited many months for refunds but accepted its exceptional times.
They should be fit for purpose and show they can ride exceptional times!
If they can’t get their money back from the hotels or airlines that’s an issue for their legal department, not their customers.
The LastMinute.com group held £110m in cash assets according to their 2019 annual report. More than enough to cover this £7m worth of refunds even accepting that some of that cash holding will inevitably have been eaten into this year.
The LastMinute.com group held £110m in cash assets according to their 2019 annual report. More than enough to cover this £7m worth of refunds even accepting that some of that cash holding will inevitably have been eaten into this year.
I don't think it's fair to blame the airlines/hotels for lastminute not refunding customers. Lastminute don't pre-pay hotels for accommodation, at least that's the case in the UK. A hotel can't issue a refund for money they haven't received.
Not just holiday firms. Why is it that most companies take your money in seconds but seem to take at least 5-7 working days to refund it? They're sitting on our cash, earning interest while we wait for our money to be returned. It should be outlawed.
Negative interest rates will change that
As posted by somebody else; those companies that treat customers with contempt will be the ones losing future business.
I travel a lot and had to cancel many plans. Had...
Fantastic service from:
Untraveled Paths
Great service from:
Theatres
Warner’s Leisure
Bluebell Railway
London Hotels
Canadian Rail
Calm Air (Canada)
Appalling service from:
Air Canada
Air Transat
West Jet
Caribbean Warehouse
I travel a lot and had to cancel many plans. Had...
Fantastic service from:
Untraveled Paths
Great service from:
Theatres
Warner’s Leisure
Bluebell Railway
London Hotels
Canadian Rail
Calm Air (Canada)
Appalling service from:
Air Canada
Air Transat
West Jet
Caribbean Warehouse
Negative interest rates will change that
Want a bet, seen swap rates recently?
And so they should have, months ago.
Would this country kindly stop using Covid as the new excuse for things not happening
Has anyone else noticed a nasty outbreak of ' it's due to covid' every time someone doesn't do something as they should ? Funny but the rest of the world is functioning quite well.
Would this country kindly stop using Covid as the new excuse for things not happening
Has anyone else noticed a nasty outbreak of ' it's due to covid' every time someone doesn't do something as they should ? Funny but the rest of the world is functioning quite well.
TBF us in the UK have got used to buying the cheapest of any thing, from holidays to milk to fake Levis. We then wonder why there is no back up or quality. There are a few reasons why companies are much cheaper than others and it usually isn't, quality, transparency and customer service.
It is really difficult for travel companies.
They take your payment or deposit - but then have to pay out deposits to hotels and/or others.
That means, they no longer have 100% of your money. They have to retrieve those deposits (if they can) from various places.
People are due their money back, certainly, but the above I hope, provides some understanding on why this isn't instant.
They take your payment or deposit - but then have to pay out deposits to hotels and/or others.
That means, they no longer have 100% of your money. They have to retrieve those deposits (if they can) from various places.
People are due their money back, certainly, but the above I hope, provides some understanding on why this isn't instant.
Exactly, people refuse to understand this concept, or more likey do but dont want it to apply to them - 'so long as I get my refund stuff the rest' travel firms make very little profit most money goes to airlines and hotels. They would go bust if the refunded all money without getting back from airlines first.
Agree with most of the other comments about Last Minute and won't use them again. Quick to take your money, very slow to give back. Forget being able to speak to anyone and they hid the "cash refund" option on their website. Sadly, they are not alone and another victim of covid for many many companies (Curry's PCW, Argos etc) is customer service. Trailfinders is great though, always has been.
Yep lots of companies have furloughed as many staff as possible, forcing the ones that are working to work harder to cover, raking in the money, then blaming the consequent problems on Covid. It is getting rediculous trying to get through to any call centre, or find an assistant in a shop.
I rang them and spoke to someone.
Took a bit longer than normal, but I just hung on.
Made two calls, just checked my options first time.
Money back in my account after 3-4 weeks.
Took a bit longer than normal, but I just hung on.
Made two calls, just checked my options first time.
Money back in my account after 3-4 weeks.
Forcing travel companies to repay customers who have lost their holidays is all very well, but if they have used the money to pay for hotels & flights etc. what are they supposed to do? I'm not saying that they shouldn't have to refund customers, but they probably don't have the money in the bank. They need to get it back from their suppliers & pushing them too hard will force them to collapse.
And so they should have, months ago.
Would this country kindly stop using Covid as the new excuse for things not happening
Has anyone else noticed a nasty outbreak of ' it's due to covid' every time someone doesn't do something as they should ? Funny but the rest of the world is functioning quite well.
Would this country kindly stop using Covid as the new excuse for things not happening
Has anyone else noticed a nasty outbreak of ' it's due to covid' every time someone doesn't do something as they should ? Funny but the rest of the world is functioning quite well.
...and the down-voters have obviously never run a business.
Customer is always right? After running a business for nigh-on 15 years, no, no and thrice no. 90% of the time the customer is an absolute idiot with an over-blown sense of their own importance and infallibility. The customer is rarely right. Or reasonable. Or able to see things in context.
Agree with most of the other comments about Last Minute and won't use them again. Quick to take your money, very slow to give back. Forget being able to speak to anyone and they hid the "cash refund" option on their website. Sadly, they are not alone and another victim of covid for many many companies (Curry's PCW, Argos etc) is customer service. Trailfinders is great though, always has been.
I managed to speak to someone.
But call times longer than normal.
But call times longer than normal.
Maybe I was lucky but lastminute refunded me all the money within 2 weeks of being cancelled. But this was for a holiday booked before news of covid broke. I wonder if the people struggling for refunds actually booked after covid was known about?
This company have acted absolutely awful throughout this pandemic, we are still awaiting a refund from March, constantly either ignoring Emails or sending back generic ones. We know its an awful time for the travel industry but some company's ie Thomson's and Ryanair have been brilliant and we will for sure book with them next year if we can...Last min. never again.
Booked Canary Islands 25/10
Email re Lockdown 02/11
Called for 100% cash, not 110% voucher 04/11
Email confirming refund 26/11
Cash in bank 01/12
Not sure why you are still waiting from March.
Email re Lockdown 02/11
Called for 100% cash, not 110% voucher 04/11
Email confirming refund 26/11
Cash in bank 01/12
Not sure why you are still waiting from March.
China thrives while the west dies
They charge a fee for support which surely should be part of the service anyhow,throw it on last minute so many people pay it without wanting it.....when u get an issue(I did) they told me to cotact the Airline myself....Wont be sad to see some of these companies go under !!
Diogenes
13:23
Once bitten twice shy.
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You should probably get a swab test if bitten.
13:23
Once bitten twice shy.
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You should probably get a swab test if bitten.