Lastminute.com to pay £7m in holiday refunds
01/12/2020 | news | business | 255
More than 9,000 customers have yet to be repaid for cancelled package holidays amid the Covid crisis.
1
01/12/2020 11:54:06 53 5
bbc
Always book or shop using a credit card much better to get your refunds.
32
01/12/2020 12:24:43 7 55
bbc
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.
132
01/12/2020 14:11:11 3 2
bbc
Some credit card companies are trying to have the regulations changed so they aren’t liable .. Been rumbling for some time .. and kept quite in the media ... heads up for everyone
2
01/12/2020 11:55:26 90 6
bbc
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.
5
01/12/2020 12:00:23 23 56
bbc
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.
66
01/12/2020 12:52:13 5 4
bbc
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.
3
01/12/2020 11:57:00 10 10
bbc
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.
12
01/12/2020 12:10:00 5 5
bbc
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.
20
01/12/2020 12:14:44 1 4
bbc
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.
82
01/12/2020 13:08:21 2 1
bbc
Bravo ! Thats the exact issue here. I think people do understand that really, but dont care for the big picture so long as they get their money back.
4
01/12/2020 11:57:02 135 5
bbc
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.
9
01/12/2020 12:03:10 82 5
bbc
Absolutely right. Avoid certain budget airlines beginning with R.
19
01/12/2020 12:14:41 19 4
bbc
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.
110
01/12/2020 13:36:56 5 8
bbc
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/
.
123
01/12/2020 13:52:06 7 6
bbc
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.
2
01/12/2020 11:55:26 90 6
bbc
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.
5
01/12/2020 12:00:23 23 56
bbc
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.
16
01/12/2020 12:12:51 32 5
bbc
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.
35
01/12/2020 12:26:56 21 1
bbc
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.
49
01/12/2020 12:36:55 23 1
bbc
Surely being a shareholder is an investment 'risk'. ie you take the losses alongside the profits.
130
Why
01/12/2020 14:08:55 4 1
bbc
You cannot have the dividend without the risk!
153
01/12/2020 14:51:57 5 1
bbc
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
182
01/12/2020 15:59:33 0 0
bbc
Shareholders are paid on the company performance. Clearly here they are breaking the law by not paying out their customers. You would never here that if they perform that they decide not to pay share holders.
6
01/12/2020 12:00:50 13 13
bbc
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
24
Mel
01/12/2020 12:11:00 3 2
bbc
The vast majority of these cases are holidays booked before the covid crisis. Are you expecting people to have crystal balls?
25
01/12/2020 12:19:41 3 2
bbc
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.
26
01/12/2020 12:20:21 3 2
bbc
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.
27
01/12/2020 12:22:37 3 2
bbc
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.
38
01/12/2020 12:14:41 4 2
bbc
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!
53
01/12/2020 12:29:33 3 2
bbc
My holiday was booked well before Covid was even a thing... still waiting for my refund
63
01/12/2020 12:50:02 4 3
bbc
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.
235
02/12/2020 05:41:16 0 0
bbc
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.
7
01/12/2020 12:01:12 3 4
bbc
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.
8
01/12/2020 12:01:50 22 3
bbc
Still waiting for £1800 refund from holiday Inn for two cancelled hotel stays in the USA, They say I have to wait 90 days for it, but it’s looking like a credit card claim back. If that happens I Will never use them or anything associated with them again.
4
01/12/2020 11:57:02 135 5
bbc
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.
9
01/12/2020 12:03:10 82 5
bbc
Absolutely right. Avoid certain budget airlines beginning with R.
29
01/12/2020 12:23:31 7 2
bbc
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.
254
02/12/2020 11:00:47 0 0
bbc
I believe some of us have already been avoiding them for years..
10
01/12/2020 12:09:11 55 6
bbc
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.
71
01/12/2020 12:57:15 21 15
bbc
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.
179
01/12/2020 15:51:21 3 1
bbc
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.
232
02/12/2020 05:30:57 0 0
bbc
Took about 3-4 weeks for me.

Really not bad given the situation.
6
01/12/2020 12:00:50 13 13
bbc
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
37
01/12/2020 12:27:16 2 6
bbc
The company didn't steal money, people decided to pay it during lockdowns.

People need to take responsibility for their decisions and not always blame someone ese.
3
01/12/2020 11:57:00 10 10
bbc
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.
12
01/12/2020 12:10:00 5 5
bbc
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.
81
01/12/2020 13:06:53 2 1
bbc
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.
183
01/12/2020 16:09:47 1 0
bbc
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.
13
01/12/2020 12:10:15 8 3
bbc
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.
52
01/12/2020 12:28:35 3 2
bbc
interest would be nice, Teletext holidays have over £5K of mine that I'm still waiting for!
14
01/12/2020 12:11:52 1 3
bbc
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!'
15
01/12/2020 12:12:19 3 2
bbc
Insurance should cover the cost of refunds to firms in situations like this. I suppose it depends on whether it s an Act of God or not!
5
01/12/2020 12:00:23 23 56
bbc
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.
16
01/12/2020 12:12:51 32 5
bbc
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.
17
01/12/2020 12:14:01 4 5
bbc
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.
18
PH
01/12/2020 12:14:37 3 2
bbc
Been very fortunate. Both Marella & P&O refunded in about 45 days less than the 60 days they both stated. They both have guaranteed my future bookings!
4
01/12/2020 11:57:02 135 5
bbc
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.
19
01/12/2020 12:14:41 19 4
bbc
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.
121
01/12/2020 13:49:08 5 2
bbc
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.
147
NMT
01/12/2020 14:46:31 2 3
bbc
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....
3
01/12/2020 11:57:00 10 10
bbc
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.
20
01/12/2020 12:14:44 1 4
bbc
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.
21
01/12/2020 12:14:49 15 2
bbc
Not all holiday firms are the same. TUI, to their credit, did refund us fully within days of them pulling the plug on our Canary holiday in October
22
01/12/2020 12:14:57 34 7
bbc
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.
122
01/12/2020 13:51:32 9 2
bbc
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.
23
01/12/2020 12:14:59 33 4
bbc
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!
39
01/12/2020 12:18:07 24 2
bbc
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
125
01/12/2020 14:05:28 3 2
bbc
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.
247
02/12/2020 09:04:38 0 0
bbc
I had an email about a month ago.
6
01/12/2020 12:00:50 13 13
bbc
You've only yourself to blame if you booked a holiday during lockdown and lose your money, it was always a risky prospect.
24
Mel
01/12/2020 12:11:00 3 2
bbc
The vast majority of these cases are holidays booked before the covid crisis. Are you expecting people to have crystal balls?
6
01/12/2020 12:00:50 13 13
bbc
You've only yourself to blame if you booked a holiday during lockdown and lose your money, it was always a risky prospect.
25
01/12/2020 12:19:41 3 2
bbc
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.
6
01/12/2020 12:00:50 13 13
bbc
You've only yourself to blame if you booked a holiday during lockdown and lose your money, it was always a risky prospect.
26
01/12/2020 12:20:21 3 2
bbc
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.
6
01/12/2020 12:00:50 13 13
bbc
You've only yourself to blame if you booked a holiday during lockdown and lose your money, it was always a risky prospect.
27
01/12/2020 12:22:37 3 2
bbc
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.
28
01/12/2020 12:23:22 11 5
bbc
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.
231
02/12/2020 05:26:35 0 0
bbc
I had to cancel in early November and the money is now back in my account.

Not sure why you had a problem.
9
01/12/2020 12:03:10 82 5
bbc
Absolutely right. Avoid certain budget airlines beginning with R.
29
01/12/2020 12:23:31 7 2
bbc
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.
30
01/12/2020 12:24:06 1 2
bbc
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.
61
01/12/2020 12:45:07 2 2
bbc
And if the travel agent ceases trading ........?
118
01/12/2020 13:45:26 1 1
bbc
Unless that travel agent is Virgin Holidays.
31
01/12/2020 12:24:20 6 4
bbc
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.
59
01/12/2020 12:43:08 2 2
bbc
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.
78
01/12/2020 13:03:11 1 1
bbc
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.
1
01/12/2020 11:54:06 53 5
bbc
Always book or shop using a credit card much better to get your refunds.
32
01/12/2020 12:24:43 7 55
bbc
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.
60
01/12/2020 12:43:17 5 20
bbc
...and the down-voters have obviously never run a business.
137
01/12/2020 14:16:47 3 2
bbc
Bitter, much ?
170
01/12/2020 15:36:20 0 1
bbc
They got nothing to not pick about THEY GOT NOTHING
33
01/12/2020 12:25:25 5 2
bbc
Hopefully Love Holidays will follow suit they blame the Airlines for not being able to issue refunds and expect customers to chase the refunds themselves. They arranged the package so they are responsible for the refunds
34
01/12/2020 12:26:15 66 6
bbc
Lastminute.com repaying its customers at the very last minute.
113
01/12/2020 13:21:13 5 4
bbc
Ba dum tis
164
01/12/2020 15:20:30 2 1
bbc
Well no. They have gone past last minute as last minute was 14 days later. This is now 8 months later almost
178
01/12/2020 15:49:47 0 1
bbc
this would make a great ad.!!
5
01/12/2020 12:00:23 23 56
bbc
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.
35
01/12/2020 12:26:56 21 1
bbc
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.
126
01/12/2020 14:05:31 2 1
bbc
Which is in fact written into company law. The directors must act in the best interest of the shareholders.
36
01/12/2020 12:14:31 27 3
bbc
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
230
02/12/2020 05:22:56 0 0
bbc
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.
245
02/12/2020 08:04:09 0 0
bbc
Did you book in early March or was the trip in early March.

Who cancelled you or them?.
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
37
01/12/2020 12:27:16 2 6
bbc
The company didn't steal money, people decided to pay it during lockdowns.

People need to take responsibility for their decisions and not always blame someone ese.
6
01/12/2020 12:00:50 13 13
bbc
You've only yourself to blame if you booked a holiday during lockdown and lose your money, it was always a risky prospect.
38
01/12/2020 12:14:41 4 2
bbc
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!
23
01/12/2020 12:14:59 33 4
bbc
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!
39
01/12/2020 12:18:07 24 2
bbc
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
40
01/12/2020 12:27:49 21 3
bbc
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.
41
01/12/2020 12:28:21 3 4
bbc
Bring back the day when it was a privilege to fly, leg room, comfy seat, meal served on the plane, movies, music.
42
01/12/2020 12:29:44 19 1
bbc
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.
106
01/12/2020 13:31:31 6 2
bbc
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!!!
229
02/12/2020 05:19:15 0 0
bbc
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.
43
01/12/2020 12:29:50 11 4
bbc
After 2 months of nothing from my travel agent via whom we had booked a Wendy Wu holiday I resorted to using the chargeback facility via my bank and credit card company. Lo and behold I got my refund in a matter of days!
44
01/12/2020 12:32:37 6 4
bbc
Well, only to be expected.
Refunds come, only when absolutely forced to, and well, lastminute.com
45
01/12/2020 12:26:08 2 2
bbc
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.
46
01/12/2020 12:27:22 1 2
bbc
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.
244
02/12/2020 08:00:52 0 0
bbc
Did you ring the airline or LM?.
47
01/12/2020 12:32:58 22 2
bbc
Absolutely no hassle or quibble from Trailfinders who refunded fully within a fortnight. Unlike the majority of travel companies they don't use clients money to immediately fund their running costs.
48
01/12/2020 12:36:17 6 3
bbc
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
74
max
01/12/2020 13:01:14 6 3
bbc
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.
151
01/12/2020 14:49:43 1 2
bbc
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.
5
01/12/2020 12:00:23 23 56
bbc
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.
49
01/12/2020 12:36:55 23 1
bbc
Surely being a shareholder is an investment 'risk'. ie you take the losses alongside the profits.
50
01/12/2020 12:39:14 36 2
bbc
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.
51
EJS
01/12/2020 12:28:08 11 2
bbc
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.
228
02/12/2020 05:14:05 0 0
bbc
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?.
243
02/12/2020 07:58:58 0 0
bbc
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.
13
01/12/2020 12:10:15 8 3
bbc
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.
52
01/12/2020 12:28:35 3 2
bbc
interest would be nice, Teletext holidays have over £5K of mine that I'm still waiting for!
133
Why
01/12/2020 14:13:54 1 1
bbc
Teletext holidays - really?
6
01/12/2020 12:00:50 13 13
bbc
You've only yourself to blame if you booked a holiday during lockdown and lose your money, it was always a risky prospect.
53
01/12/2020 12:29:33 3 2
bbc
My holiday was booked well before Covid was even a thing... still waiting for my refund
54
01/12/2020 12:30:53 2 3
bbc
We have basically been ignored by Teletext Holidays sine the beginning of July, so much so that in the end I have contacted my credit card company to arrange our refund of £3,500; but still waiting!!
55
01/12/2020 12:41:17 1 2
bbc
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
56
01/12/2020 12:35:42 3 4
bbc
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
57
jan
01/12/2020 12:36:46 1 2
bbc
We should have gone to Spain in March! We are still waiting for a refund from Holiday Gems?
77
01/12/2020 13:02:58 2 1
bbc
Who? I think that's your problem
58
ray
01/12/2020 12:43:05 14 4
bbc
Great service from James Villas who when it became clear our holiday was to be cancelled, contacted us and asked how we would like our refund . Refund duly received within 14 days and this was all before the date we were due to travel, brilliant.
31
01/12/2020 12:24:20 6 4
bbc
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.
59
01/12/2020 12:43:08 2 2
bbc
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.
32
01/12/2020 12:24:43 7 55
bbc
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.
60
01/12/2020 12:43:17 5 20
bbc
...and the down-voters have obviously never run a business.
85
01/12/2020 13:09:34 16 3
bbc
Customer is always right isnt he? Are you saying people shouldnt get their money back - maybe its you thats never run a business??
30
01/12/2020 12:24:06 1 2
bbc
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.
61
01/12/2020 12:45:07 2 2
bbc
And if the travel agent ceases trading ........?
68
01/12/2020 12:52:29 1 1
bbc
ABTA
62
01/12/2020 12:49:29 4 2
bbc
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.
67
01/12/2020 12:52:26 2 4
bbc
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?
213
01/12/2020 19:37:20 0 0
bbc
So your employer is LM?
6
01/12/2020 12:00:50 13 13
bbc
You've only yourself to blame if you booked a holiday during lockdown and lose your money, it was always a risky prospect.
63
01/12/2020 12:50:02 4 3
bbc
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.
64
01/12/2020 12:50:36 2 2
bbc
The thing i always do is use a credit card , even when I was charged 3% more . Well worth it .
70
01/12/2020 12:56:52 0 2
bbc
Providing it isn't a JLFS MasterCard!
65
SAM
01/12/2020 12:51:47 3 3
bbc
From reading the article and the comments here, perhaps Lastminute.com should be renamed Never.com!
242
02/12/2020 07:54:43 0 0
bbc
Many of the comments need to be taken with a pinch of salt.
2
01/12/2020 11:55:26 90 6
bbc
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.
66
01/12/2020 12:52:13 5 4
bbc
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.
161
01/12/2020 15:17:17 1 2
bbc
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.
62
01/12/2020 12:49:29 4 2
bbc
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.
67
01/12/2020 12:52:26 2 4
bbc
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?
61
01/12/2020 12:45:07 2 2
bbc
And if the travel agent ceases trading ........?
68
01/12/2020 12:52:29 1 1
bbc
ABTA
69
01/12/2020 12:53:36 1 4
bbc
You little things on your sunbeds...
64
01/12/2020 12:50:36 2 2
bbc
The thing i always do is use a credit card , even when I was charged 3% more . Well worth it .
70
01/12/2020 12:56:52 0 2
bbc
Providing it isn't a JLFS MasterCard!
10
01/12/2020 12:09:11 55 6
bbc
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.
71
01/12/2020 12:57:15 21 15
bbc
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.
131
Why
01/12/2020 14:10:42 2 3
bbc
They should be fit for purpose and show they can ride exceptional times!
140
01/12/2020 14:23:06 9 2
bbc
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.
191
01/12/2020 16:21:51 3 1
bbc
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.
252
02/12/2020 10:57:05 1 0
bbc
They should look at the way they run their business then & dont advertise new holidays when they can't pay for the ones now. IF I BOUGHT A NEW CAR AND I COULDNT PAY THE REPAYMENTS , THEY WOULD COME AND TAKE IT BACK.
72
01/12/2020 12:57:22 5 2
bbc
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.
73
01/12/2020 12:58:53 0 2
bbc
Negative interest rates will change that
72
01/12/2020 12:57:22 5 2
bbc
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.
73
01/12/2020 12:58:53 0 2
bbc
Negative interest rates will change that
75
01/12/2020 13:01:22 2 1
bbc
Negative interest rates will not happen despite all the hype, I work in finance. Do you think Boris and his chums would allow it? Not a chance
48
01/12/2020 12:36:17 6 3
bbc
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
74
max
01/12/2020 13:01:14 6 3
bbc
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.
73
01/12/2020 12:58:53 0 2
bbc
Negative interest rates will change that
75
01/12/2020 13:01:22 2 1
bbc
Negative interest rates will not happen despite all the hype, I work in finance. Do you think Boris and his chums would allow it? Not a chance
138
01/12/2020 14:20:46 0 2
bbc
Want a bet, seen swap rates recently?
76
01/12/2020 13:02:34 6 4
bbc
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.
84
01/12/2020 13:09:17 3 0
bbc
I don't think the rest of the World are functioning As You claim.
57
jan
01/12/2020 12:36:46 1 2
bbc
We should have gone to Spain in March! We are still waiting for a refund from Holiday Gems?
77
01/12/2020 13:02:58 2 1
bbc
Who? I think that's your problem
92
01/12/2020 13:13:33 0 2
bbc
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.
31
01/12/2020 12:24:20 6 4
bbc
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.
78
01/12/2020 13:03:11 1 1
bbc
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.
79
01/12/2020 13:04:15 6 2
bbc
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.
86
01/12/2020 13:09:54 1 0
bbc
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.
240
02/12/2020 07:52:25 0 0
bbc
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.
80
01/12/2020 13:06:36 1 1
bbc
The name of the company suggests they won't refund until they are forced to do so.

Why are people so gullible.
12
01/12/2020 12:10:00 5 5
bbc
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.
81
01/12/2020 13:06:53 2 1
bbc
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.
3
01/12/2020 11:57:00 10 10
bbc
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.
82
01/12/2020 13:08:21 2 1
bbc
Bravo ! Thats the exact issue here. I think people do understand that really, but dont care for the big picture so long as they get their money back.
83
01/12/2020 13:09:00 2 2
bbc
Lastminute.com can't be worse than Ryanair who in my opinion are top of the tree when it comes to not paying refunds and completely ignoring emails, calls etc, hoping you will eventually give up!
76
01/12/2020 13:02:34 6 4
bbc
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.
84
01/12/2020 13:09:17 3 0
bbc
I don't think the rest of the World are functioning As You claim.
60
01/12/2020 12:43:17 5 20
bbc
...and the down-voters have obviously never run a business.
85
01/12/2020 13:09:34 16 3
bbc
Customer is always right isnt he? Are you saying people shouldnt get their money back - maybe its you thats never run a business??
210
01/12/2020 19:23:37 3 2
bbc
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.
79
01/12/2020 13:04:15 6 2
bbc
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.
86
01/12/2020 13:09:54 1 0
bbc
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.
241
02/12/2020 07:53:37 0 0
bbc
I managed to speak to someone.

But call times longer than normal.
87
01/12/2020 13:11:21 1 2
bbc
I think some companies have had it so good for so long, this will hopefully be the kick up the backside they need. They need to remember that WE are the customers who pay them money, and we need to be treated with respect
88
01/12/2020 13:11:22 3 1
bbc
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?
107
01/12/2020 13:14:02 0 1
bbc
Sadly mine was booked last November to travel in March this year still awaiting refund.
89
OB
01/12/2020 13:11:51 8 3
bbc
Hopefully customers will remember which companies were helpful and become loyal to those rather than companies who made it difficult or near on impossible to get a refund.
90
01/12/2020 13:11:54 2 2
bbc
You pays your money, takes your choice?
91
01/12/2020 13:13:16 18 4
bbc
These companies should be aware that if they survive covid, they may not survive the loss of trust that arises from stealing money from customers.
77
01/12/2020 13:02:58 2 1
bbc
Who? I think that's your problem
92
01/12/2020 13:13:33 0 2
bbc
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.
93
01/12/2020 12:55:32 5 2
bbc
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.
208
01/12/2020 19:13:30 0 1
bbc
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.
94
01/12/2020 13:14:17 1 2
bbc
BA had loads of bad publicity but treated us very well. We were due to travel in June but they canx. the flight. We were refunded in full in August. Well done BA.
95
01/12/2020 13:15:35 4 4
bbc
China thrives while the west dies
96
01/12/2020 13:16:57 2 2
bbc
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 !!
97
01/12/2020 13:23:01 4 2
bbc
Once bitten twice shy. I used this Company once. The first and last time.
98
01/12/2020 13:26:13 5 3
bbc
Lastminute.com are a joke. Having been able to make contact by phone, email, twitter, facebook or instagram since our package (booked pre-corona) was cancelled in March. I bet they'd be chasing me up if I was a day late paying and would threaten legal action.
99
01/12/2020 13:27:19 3 2
bbc
Diogenes
13:23
Once bitten twice shy.
======
You should probably get a swab test if bitten.
100
GS
bbc
Utter scum company Removed