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@lastminute_com Please can you let me know when my refund will be processed and funds back in my account? It was confirmed over phone and email on 12 March but still nothing.
@lastminute_com I've amassed over 2 hours on hold with you and have had countless DMs ignored. I appreciate you are busy but can see you are active and replying to others. Please answer my question
@lastminute_com Still nothing. Not even a reply to acknowledge my complaint. You have £211 of my money and you don’t think you owe me a reply at the very least?
. @lastminute_com Another two cut off calls to your customer service line this morning. Still no reply on here or via DM. If you are indeed “here to help between 9am and 6pm” as your bio suggests - then answer my question. When will my refund be processed?
. @lastminute_com What do I have to do to get a reply? I’m not being abusive or unreasonable and I’ve been very patient even when dealing with your frustrating customer service. When will my refund be processed? When will you even reply?
. @lastminute_com Where is my money? £211, from a booking I cancelled on 12 March per my free cancellation policy and after two hours on hold to customer services. Where is my money?
. @lastminute_com You are clearly taking a bashing on here from a lot of very unhappy customers. Just reply to this Tweet or to my DM and take me off your plate, it’s a no brainer. Here to help between 9 and 6? Laughable
. @lastminute_com Not one reply, all day. Perfect. @ABTAtravel have you been made aware of the shambles underway at Last Minute?
. @lastminute_com Morning. Let’s see if I can get a response today. When will my refund be processed please? You’ve owed me £211 for weeks now and you’re refusing to even acknowledge me
. @lastminute_com
Trip cancelled due to coronavirus
Not being rude or abusive
Free cancellation on my original booking
Why won’t you reply to me? Where is my refund? Communicate with me!
Trip cancelled due to coronavirus
Not being rude or abusive
Free cancellation on my original booking
Why won’t you reply to me? Where is my refund? Communicate with me!
. @lastminute_com Does a human being manage this Twitter page, or is it a bot? Most of the replies you send to a very lucky, chosen few ask for them to DM details of their booking. I did this weeks ago - what am I doing wrong? Why don't you love me?
. @lastminute_com You have replied to over 70 people since I sent my first Tweet on 23 March, and countless more since my first DM. Why do I not deserve a response? What do they have that I don't?
“Probably a refund” Thanks @dan392. . @lastminute_com Unfortunately your nonsensical DM reply is not going to shut me up. Stop sending generic messages and start dealing with the thousands of people you are screwing over
. @lastminute_com Two weeks since I received this DM from you. It will surprise no one, least of all the social media exec reading this message along with the thousands of others, that the refund is still not with me. So I ask again, where is my money?
. @lastminute_com If it is indeed being processed, this should be a relatively short exchange of messages, right? When can I expect my money?
. @lastminute_com I can see you are still absolutely inundated with tweets from angry customers you are choosing to ignore. It doesn’t need to be this way. Engage with people, empathise, be understanding. If you aren’t being encouraged to do this, your leaders are failing you
. @lastminute_com If you reply to this message before 1400 BST today with news of my refund, I will donate 25% of the total to the NHS Charities COVID-19 Urgent Appeal
. @lastminute_com Predictably, that didn't work. Reply with an update on my refund, or even just acknowledge my issue - why are you making this so difficult for yourselves? Communicate
. @lastminute_com So as we approach the end of your ‘here to help’ window for today, two weeks after you told me said I’d get my refund today at the latest, and once again I’m being ignored. Where is my money? TALK TO ME
. @lastminute_com Only an unethical, unscrupulous organisation would leave their staff ill informed and unequipped to deal with the volume of of complaints you are receiving. Social media manager, you deserve better
. @lastminute_com Two deadlines have been missed, I am still owed money. DM if you like, just tell me when my funds will be returned to me
