The Government website reports that the Competition and Markets Authority (CMA) has been investigating online travel agent 'lastminute.com' after receiving hundreds of complaints from customers who had not received refunds for their holidays which were cancelled due to the COVID-19 pandemic.
The outstanding refunds exceed £7 million and the vast majority of customers due a refund have had to wait longer than fourteen days to receive it, meaning lastminute.com are in breach of their legal requirements under the consumer legislation.
The CMA have now secured a legal commitment from lastminute.com to pay all new refunds promptly and in any event within fourteen days of the cancellation. In addition, lastminute.com will repay all outstanding refunds by 31 January 2021 at the latest. The CMA have also warned several other travel agents that they need to refund customers who have had their holidays cancelled within the fourteen day window.
If your holiday has been cancelled due to the lockdown restrictions, it is important to be aware of your legal rights, both under the terms of your contract with your holiday provider and under consumer legislation. You may be entitled to a refund.
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*This article is provided for general information purposes only and does not constitute legal advice or other professional advice.