My complaint:
I am writing to express my deep disappointment and frustration regarding the handling of my recent booking with lastminute.com, specifically under Booking ID 2566772373.
Your email, while expressing apologies, fails to address the gravity of the situation and the immense stress and inconvenience I have endured. I must emphasize that a simple apology is insufficient to rectify the situation, as the stress and turmoil I have experienced are irreplaceable.
It is evident that your team has not adhered to policy guidelines properly and has recorded inaccurate information without my consent. When I found myself stranded in Istanbul, your staff member, Ria, was uncooperative and unwilling to engage in meaningful communication. As a result of her negligence, valuable time was wasted, leading to the expiration of the 24-hour notification window to the airlines.
Furthermore, it is concerning that my email address was not correctly recorded by the airline, exacerbating the communication breakdown. When I reached out to Pegasus, I was directed to manage my booking, only to discover that the provided address was yours, not mine. This error demonstrates a fundamental failure on your part, adding to the series of setbacks I encountered.
I have attached screenshots of the hotel payment and relevant documentation, including airline details and payment proofs, to support my claim. It is imperative that you exercise common sense and professionalism in handling this matter. Instead of deflecting responsibility, I urge you to prioritize rectifying your internal issues before proceeding with any further steps.
Your staff’s lack of knowledge and incompetence have not only resulted in financial loss but have also caused immense stress and anxiety. I expect a resolution and full compensation for the damages incurred, without resorting to unprofessional tactics.
Suggested solution:
Pay refund back ,apology and compensation
