Lastminute.com

Op 6 december 2020 boekte ik via lastminute.com een retourvlucht naar Curacao, vertrekkend op 25 december 2020. Op 8 december ging Curacao van Corona-code geel naar oranje, waarop ik zowel via KLM, als via lastminute.com heb geprobeerd te annuleren en mijn geld terug te krijgen of een voucher. Dit is niet gelukt. In de periode voorafgaand aan de beoogde heenvlucht werd er door lastminute.com en KLM naar elkaar verwezen wat betreft de verantwoordelijkheid.
In de afgelopen maand heb ik geprobeerd om lastminute.com op zijn verantwoordelijkheden te wijzen en ook ok bijvoorbeeld de luchthavenbelastingen terug te krijgen. Lastminute.com scheept mij af met nietszeggende teksten. Ik denk dat er veel meer mensen met dit probleem kampen en hoop dat Kassa hier aandacht aan wil besteden of dat ik tips kan krijgen hoe ik dit verder kan aanpakken.

Hierbij de mailwisseling met lastminute.com

Van: Customer Care <customercare@lastminute.com>
Verzonden: Thursday, June 3, 2021 2:13:40 PM
Aan:
Onderwerp: Re: Re: Re: FW: booking ID ...

 

Hi [x],

Thank you for your email.

We kindly inform that we did not have any communication regarding any cancellation from the providers, so your booking remained confirmed.

 

 

Unfortunately, there is no refund for the service(s) you have selected, as set out in the Terms and Conditions.

For further queries we remain at your disposal.

Kind regards,
Customer Care Team

If you have any questions regarding your trip, check out our Need Help page and to view your booking or to request any further assistance please log in to your account area,My lastminute.com via our website or app.

 

lastminute.com is a brand of lm group

This email is intended solely for the addressee(s) and the information it contains is confidential and/or privileged. If you are not the intended recipient (or received this email in error), please delete this email and inform the sender as soon as possible as any unauthorized copying, disclosure, distribution or other action of the material in this email is strictly forbidden and could be a crime.

 

On Thursday 03-06-2021 13:57:42, [x] wrote:

Dear customer Care Team of Lastminute.com,

 

your response is far from satisfying to me. As you can read in the whatsapp-conversation with KLM of december 23rd 2020 KLM referred me to last-minute.com to cancel and requesting a voucher through you. That's why I contacted you to do that. I didn't contact you to receive an e-mail from you - which you didn't send - to forward to my insurance. Under terms and conditions 4.2 and 4.3 it seems I'm entitled to either a refund and/or a voucher. Because I didn't use the outbound and inbound ticket no airporttaxes (which are included in the total price) have been paid on my behalf.  I kindly and urgently request you to refund me. If you don't refund or don't receive a voucher I will give negative reviews on social media and I will go to court. I'm hoping it will not come to that and that you will review my case once more.

 

Yours sincerely,

[x] 

 

 

 

Van: Customer Care <customercare@lastminute.com>
Verzonden: donderdag 27 mei 2021 14:43
Aan:
Onderwerp: Re: Re: FW: booking ID ...

 

Hi [x],

thank you for contacting us.

We reviewed your booking and saw that on 24.12.2021 ,you have requested an email from us in order to forward it to your insurance.

Therefore,no voucher request has been done from our end to the airline.

If you have any further queries,do not hesitate to contact us.
 

Kind regards,
Customer Care Team

If you have any questions regarding your trip, check out our Need Help page and to view your booking or to request any further assistance please log in to your account area,My lastminute.com via our website or app.

 

lastminute.com is a brand of lm group

This email is intended solely for the addressee(s) and the information it contains is confidential and/or privileged. If you are not the intended recipient (or received this email in error), please delete this email and inform the sender as soon as possible as any unauthorized copying, disclosure, distribution or other action of the material in this email is strictly forbidden and could be a crime.

 

On Thursday 27-05-2021 14:25:46, martinebrons wrote:

Dear Customer Care Team of Lastminute.com,

 

you informed me that there is no communication regarding the cancellation of the flights from Amsterdam to Curacao. On december 6th 2020 I made the booking with you. On december 8th 2020 the dutch government issued a warning for my destination and declared Curacao not safe to travel to for holiday-purposes. On december 11th 2020 I called KLM customer service to cancel the flight. (you can see on my attached telephone report that I called KLM on december 11th 2020 at 16:09h. Furthermore I sent you an e-mail to cancel the booking, which I did on december 14th 2020 at 15:04h.

 

Because I didn't receive any confirmation about the cancellation I had a whatsapp conversation with KLM customer services on december 22nd and 23rd to know if my booking was properly cancelled and to know how to get a refund and/or a voucher. KLM explained that I had to deal this with lastminute.com. (please read a transcript of the conversation, attached with this mail)

 

On december 23rd and 24th 2020 (more than 24 hours prior of the flight) I called lastminute.com customer services in London. (you can see on my attached telephone report that I called +44 2083961209 on those days)

 

As stated earlier I didn't use the flights, but I also didn't receive any refund or voucher. Under terms and conditions 4.2 and 4.3 it seems I'm entitled to either a refund and/or a voucher. Because I didn't use the outbound and inbound ticket no airporttaxes (which are included in the total price) have been paid on my behalf.  

I kindly and urgently request you to refund me.

 

Could you respond to me within 14 days.

 

Yours sincerely,

[x]

 

 

 

 

Van: Customer Care <customercare@lastminute.com>
Verzonden: vrijdag 21 mei 2021 13:38
Aan:
Onderwerp: Re: FW: booking ID ...

 

Hi [x],

Thank you for your email.

We kindly inform that we did not have any communication regarding any cancellation from the providers, so your booking remained confirmed.

 

 

Unfortunately, there is no refund for the service(s) you have selected, as set out in the Terms and Conditions.

For further queries we remain at your disposal.

Kind regards,
Customer Care Team

If you have any questions regarding your trip, check out our Need Help page and to view your booking or to request any further assistance please log in to your account area,My lastminute.com via our website or app.

 

lastminute.com is a brand of lm group

This email is intended solely for the addressee(s) and the information it contains is confidential and/or privileged. If you are not the intended recipient (or received this email in error), please delete this email and inform the sender as soon as possible as any unauthorized copying, disclosure, distribution or other action of the material in this email is strictly forbidden and could be a crime.

 

On Friday 21-05-2021 13:18:21, [x] wrote:

 

 

 

 

Van: [x]
Verzonden: woensdag 19 mei 2021 14:32
Aan: custumercare@lastminute.com <custumercare@lastminute.com>; ccare-ns@en.customer-travel-care.com <ccare-ns@en.customer-travel-care.com>
CC:
Onderwerp: booking ID ...

 

Dear Sir/Madam,

 

in december 2020 I made a booking with you to fly with KLM from Amsterdam to Curacao and return, which I cancelled due to the Corona-outbrake on the island. The dutch government has various signs to declare if a destination is safe to travel to. A couple of days after booking the dutch government changed the advice from yellow (safe to travel) to orange (only necessary travels), after which I sent you an e-mail to cancel the booking. I also made phonecalls to you and KLM. KLM notified me that KLM couldn't do anything for me and said that I had to contact lastminute.com.

I didn't use the flights, but I also didn't receive any refund or voucher. Under terms and conditions 4.2 and 4.3 it seems I'm entitled to either a refund and/or a voucher. Because I didn't use the outbound and inbound ticket no airporttaxes (which are included in the total price) have been paid on my behalf.

I kindly request you to refund me. If that's not possible please inform me about the possibilities to receive refund and/or voucher.

Could you respond to me within 14 days.

 

Sincerely yours,

[x]

Edit: Persoonsgegevens verwijderd door redactie.