Lastminute has failed to clear refund backlog, says consumer body
Lastminute.com has failed to fulfill its promise to the Competition and Markets Authority (CMA) to clear all outstanding refunds by the end of January, claims Which?
The consumer body says several customers are still waiting for refunds for holidays cancelled on or before 2 December.
During a CMA investigation last year it was found that Lastminute.com owed customers a total of £7 million. It told the watchdog the refunds would be paid by the end of last month at the latest.
But Which? said some customers have only received refunds for the accommodation element of their packages. It said some are still waiting for money back for flights.
Which? acknowledges that OTAs have struggled to get refunds from airlines, but it said that under the Package Travel Regulations the holiday provider – in this case Lastminute – must refund customers within 14 days of a cancellation.
Lastminute told the CMA it would refund customers for both accommodation and flights by the end of last month.
However, Which? Editor Rory Boland is calling for tougher action against the OTA after claiming that it had failed to meet its commitment to the regulator.
He added: "The CMA should uncover how many customers were not refunded in time and take appropriate action against Lastminute.com, sending a clear message that this kind of behaviour is unacceptable."
The CMA this week launched an investigation into rival OTA Teletext Holidays over hundreds of missing refunds. It says that if it finds Teletext has broken consumer laws, it will take action.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
Germany new European Entry/Exit System limited to a single airport on October 12, 2025
Airlines suspend Madagascar services following unrest and army revolt
Qatar Airways offers flexible payment options for European travellers
TAP Air Portugal to operate 29 flights due to strike on December 11
Air Mauritius reduces frequencies to Europe and Asia for the holiday season