Rory Boland, Editor of Which? Travel, said:
“Lastminute.com has been one of the worst culprits when it comes to failing to refund customers for coronavirus cancellations, so it is right the regulator has taken strong action against the operator, sending a clear message that this kind of behaviour is unacceptable.
“Lastminute.com is one of countless holiday operators that have let customers down on refunds, highlighting the need for widespread reforms across the travel industry.
“The government must look at measures to ensure there are better protections for holidaymakers’ money, while the Civil Aviation Authority – which has been unable to take meaningful action against airlines holding up the refund process by withholding money from holiday companies – must be given stronger powers.”
Notes to editors