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
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