How to Get a Refund from Lastminute.com
Dealing with travel cancellations or issues can be frustrating, especially when you've booked through an agent like Lastminute.com. You have clear consumer rights that protect your money when services aren't delivered. This guide will help you navigate the process and secure the refund you are owed.
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Your rights
Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill. If Lastminute.com, as your booking agent, fails to provide the service you paid for, or fails to facilitate a refund from the underlying provider, you are entitled to your money back. For package holidays, the Package Travel and Linked Travel Arrangements Regulations 2018 offer stronger protections, entitling you to a full refund if your package is cancelled. If you paid by credit card, Section 75 of the Consumer Credit Act 1974 may offer protection for purchases over £100. For debit card payments, a chargeback through your bank is often an option.
Step by step
- 1Gather all booking confirmations, cancellation notices, and any communication with Lastminute.com or the service provider (airline, hotel).
- 2Contact Lastminute.com's customer service directly, clearly stating your request for a full refund and citing the relevant consumer rights or regulations.
- 3If Lastminute.com fails to resolve your request, escalate your complaint through their formal complaints procedure. If still unresolved, consider using an approved Alternative Dispute Resolution (ADR) scheme, if Lastminute.com is a member.
- 4If all direct avenues fail, contact your bank or credit card provider to initiate a chargeback or Section 75 claim, providing all your gathered evidence.
What they'll say, and your comeback
“We're waiting for the airline/hotel to process the refund.”
Comeback, As my booking agent, you are responsible for facilitating this refund. My contract for the booking was with you, and you must ensure I receive my money back in a timely manner.
“You're only entitled to a voucher, not a cash refund.”
Comeback, Under consumer law, specifically the Package Travel Regulations 2018 if applicable, I am entitled to a cash refund, not a voucher. Your terms and conditions cannot override my statutory rights.
“Our terms and conditions state no refunds for this type of cancellation.”
Comeback, Your terms and conditions cannot override my statutory consumer rights, which entitle me to a refund for services not provided or cancelled by the provider.
FAQ
How long should a Lastminute.com refund take?
Refunds should be processed promptly. For cancelled package holidays, the Package Travel Regulations 2018 stipulate a refund within 14 days. For other bookings, while there's no strict legal timeframe, it should be within a reasonable period, typically a few weeks.
Can I get a refund if I cancelled my Lastminute.com booking?
If you cancelled the booking yourself, your eligibility for a refund depends on Lastminute.com's specific terms and conditions, and the cancellation policy of the underlying service provider. You may incur cancellation fees or only receive a partial refund, if any.
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A self-serve tool, not a law firm. General information, not legal advice.