Lastminute.com?

Anyone ever had cause to complain to lastminute.com? How did you get on?

I have a problem where 4 of us took a break to Prague. When booking the room was offered with breakfast. When we checked out we were asked to pay for breakfasts. I admit the confirmation doesnt include breakfast (nor exclude) on reading it after the event. However if you try to book the same break on the web site it still offers it with breakfast even though it is NOT included (According to the hotel)

I tried calling them but got fobbed off. Wondered if anyone else have tried to complain and what methods did they used and who did they speak to.

[Bifta]

Originally Posted by gary_580

Anyone ever had cause to complain to lastminute.com? How did you get on?

I have a problem where 4 of us took a break to Prague. When booking the room was offered with breakfast. When we checked out we were asked to pay for breakfasts. I admit the confirmation doesnt include breakfast (nor exclude) on reading it after the event. However if you try to book the same break on the web site it still offers it with breakfast even though it is NOT included (According to the hotel)

I tried calling them but got fobbed off. Wondered if anyone else have tried to complain and what methods did they used and who did they speak to.

If you can prove (and it sounds like you can) that you didn't receive exactly what you paid for, contact Trading Standards.

[SMHarman]

If you paid by credit card you might want to get them involved. Print out the contract, the LMC site pages etc, call your card issuer and request a chargeback as the transaction was not as contracted, once LMC need to get the money back off you / the card issuer they will start talking.

Lastminute.com might well have been 'stung' by dodgy information from the hotel, so ultimately it might not be their fault - but as SMH and others have said, that's not your problem. You have a contract with them as the travel agent, so legally it's their responsibility if things go wrong. Booking by credit card is always sensible in these circumstances because as SMH says, a credit card company is jointly liable alongside the service provider if things go wrong. Credit card companies don't like to lose money and will be more practiced at wringing it out of Lastminute than you are.

[andygrif]

True - the hotel may have given Lastminute info, but the consumer's contract is with the provider, in this case Lastminue.com - therefore if the goods/services were not as advertised, then Lastminute are responsible (even it it was not intentional).

As someone mentioned, if you can prove this was the case (print out the page that is still advertising the fact that breakfast is included) then Lastminute are liable for any costs incurred as a result of the product being sold incorrectly (i.e. the costs of your breakfasts).

If Lastminute want to take the matter further and reclaim costs from the hotel, that is up to them - but is not your concern.

Steps to take:

1. Gather your written proof that you were correct in the fact that breakfast was/is included.

2. Contact Lastminute again, saying that you do not believe the package was sold correctly, and that you wish to reclaim the additional cost of the holiday.

3. Follow this conversation up in writing, enclosing copies (I stress copies) of the written proof you have. Send the letter Special Delivery, probably to the Managing Director. Stress that you expect the matter to be resolved within 14 days of receipt.

4. Wait for two weeks.

5. If the situation is not resolved in this time, contact Trading Standards, offering all the information you have, proof, diary of your contact following the event, receipts from hotel, etc.

6. Contact ATOL. Lastminute deals are bonded via them. Offer them same.

7. Contact credit card company (if you paid via CC). If you did, then you have a contract with them. They will try to pass you back to the retailer, but persist and they are duty bound to investigate the enquiry.

HTH

Well I was going to comment here, but I see that everything I was going to say has already been pre-empted by everyone else!