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★☆☆☆☆

“Totally unacceptable customer service”

written by stephengould on 15/03/2016

I went onto an app to make a booking over 2 weeks ago to Malaga. The app was apparently faulty as it gave me a message "misinformation given" (or to that effect) many times and sending back to the beginning of the form to refill the same information (a minimum of 5-6 times). Eventually, I decided to make contact with the company by phone to make a booking, I thought this would speed the process up as the app seemed faulty and would not allow me to book a flight.

I spoke to a lady initially who was foreign, we could not fully understand her and vice-versa due to dialect, having to spell out words using the phonetic alphabet. This was very annoying and a lengthy way to communicate causing both myself and my partner to become anxious and upset. We were told that we had indeed made 2 bookings using the same names although different flights around the same time to the same place. Very confusing. I had to explain we only wanted one flight and I was unsure how this had happened as we had not been successful with the booking. We were told as the flights were for that day there as nothing we could do and I would be charged in excess of £600 for 2 flights from Manchester to Malaga with a stop off. During this conversation 3 emails had appeared in my mail, 2 stating booking had been made and an email stating misinformation given.

We were told there was nothing wrong with the app we were using. However, I question why would I book 2 single flights for the same 2 people, going to the same place, the flights only spaced a few hours apart?

We had asked to speak to a supervisor or a manager several times, we were surprised to be denied this request. After insisting several times that it was our right to speak to somebody, we were told somebody would speak to us in an hour. Noting that one of these flights was in only 2.5 hours we were getting anxious and told the lady this, to no avail. We were left waiting for a phone call at home and left powerless.

We then spoke to several people over the course of many hours trying to sort this problem out. We lost the number of times we had to give the same contact details, booking reference etc every time we spoke to someone only to be left on hold, we had spent literally hours on the phone. We did not need 2 flights or make them as far as we were concerned. I was getting so upset over the whole experience after not being listened to and going over the same information I felt ill and had to ask my partner to continue with our attempt to get a refund on one of the flights. We asked if it was possible to speak to the same person each time as we were both very upset at this stage at how this was being handled and having to give all the same information over and over again. We were given a direct number and our customer relations adviser. Eventually, we were told that we were to receive a refund within a couple of hours. We had to fly out on the other flight booked and more than 7 hours had been spent having to ring Lastminute, attempting to fight our case and being left on hold.

On our return, we were not surprised to find I had not received a refund as promised or even received any communication from Lastminute. I had to wait until another day where I was not working to allow enough time to speak to another adviser. Over a week later (7th March)I eventually received an email cancellation request stating that the extra flight had been duly processed, along with a refund of £242.93 minus any booking fees. This left a surplus of approximately £20. I did not feel we should pay for a booking fee although I was glad to see I would indeed be receiving a refund and it would be the end of this awful situation.

It is now the 15th March almost 3 weeks after the initial contact and I have still not received any refund. I decided to make contact again with the direct number given for the person I dealt with. Only having to go through the whole process again, all contact details etc etc to be put through to the person I dealt with. I was told to expect a call back that day, I was not happy and demanded I was put through to him. The phone call was disconnected by the adviser. I made the call again and only after demanding I was put through to him, I was told he would contact me between 4-6 hours after he had contacted refunds. I feel that they are only further delaying once again.

The whole process has left me totally disappointed with this company, the way with which they treat customers making me feel quite ill. At times, I have admittedly lost my temper although this only reflects the way in which the issue has been handled. The staff we have spoken to have undoubtedly been upset also following these calls. I am not sure if it is a lack of training or what the ethos of Lastminute. is although I am sure this is not the service that customers expect.

We have not yet even received an apology although at this stage if we did receive I feel this would now be an empty gesture. Will there ever be an end to this I do not know, although I know that I will not give up.

Regards

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