My complaint:
Subject: Formal Complaint Against Last Minute.com – Booking ID: 2566772373
Dear Sir/Madam,
I am writing to formally lodge a complaint against Last Minute.com regarding the handling of my recent booking with Booking ID: 2566772373. My experience with Last Minute.com has been nothing short of disappointing and has resulted in significant inconvenience, stress, and financial loss.
First and foremost, I would like to bring to your attention the issue regarding the booking itself. Despite providing all necessary information and ing the details multiple times, Last Minute.com failed to accurately reflect the booking information. Despite my explicit instructions to remove my daughter’s name from the booking and to update my email address, these changes were not implemented, leading to confusion and complications throughout the process.
Furthermore, during a crucial moment when I needed assistance with changing my flight due to unforeseen circumstances with my dental treatment, Last Minute.com’s staff exhibited unprofessional behavior and failed to address the situation adequately. Despite my efforts to communicate the urgency of the matter and the errors in the booking, the staff members I interacted with were dismissive and unhelpful, leading to missed opportunities to amend the booking within the required timeframe.
As a result of Last Minute.com’s negligence and poor customer service, I was unable to change my flight as needed, leading to additional expenses, stress, and anxiety. This situation not only disrupted my travel plans but also caused significant inconvenience and financial loss.
Moreover, the communication breakdown between Last Minute.com and Pecagus further exacerbated the situation. Despite attempts to contact Pecagus for assistance during a medical emergency, I faced delays and unhelpful advice. The email address recorded on Pecagus’s records was incorrect, adding to the confusion and hindering any attempts to resolve the issue ly.
In light of the aforementioned issues, I am requesting the following actions to be taken by Last Minute.com:
1. Full refund for the unused flight along with an apology for the inconvenience caused.
2. Compensation in the amount of GBP 5000 to account for the stress, anxiety, and financial loss incurred as a result of Last Minute.com’s errors and poor service.
3. A thorough investigation into the handling of my booking and the conduct of the staff involved, with appropriate disciplinary action taken against those responsible for the errors and unprofessional behavior.
4. Implementation of measures to prevent similar incidents from occurring in the future, including improved training for staff and enhanced quality control processes.
Failure to address these concerns satisfactorily will result in further escalation of this matter to relevant authorities, including but not limited to Ombudsman, fair trading bodies, IATA, ATOL, ABTA, TTA, and the Global Travel Group.
Furthermore, as a direct consequence of Last Minute.com’s failures, I was compelled to purchase a new one-way ticket from Pecagus with the following details:
Confirmation Number: 1M7ZT2
Route: SAT to STN
Date: 17th February
I expect a and comprehensive response to this complaint, outlining the steps that Last Minute.com intends to take to rectify the situation and compensate for the damages incurred.
Thank you for your attention to this matter.
Suggested solution:
Compensation ,apology and refund in full
