Which? responds to Lastminute.com being told to pay £7m in refunds

Rory Boland, Editor of Which? Travel, said:

“Online travel agents have fared particularly poorly when it comes to processing refunds for coronavirus cancellations and lastminute.com has been one of the worst, so it’s right that the regulator has intervened to secure this commitment from the company.

“Lastminute.com is just one of countless holiday operators that have let customers down on refunds this year, 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 withholding money from holiday operators, and in turn delaying refunds – must be given stronger powers.”

Notes to editors:

1) Which? finds more than £1bn outstanding in refunds for cancelled package holidays
2) Holiday booking sites fail to impress after a summer of discontent, Which? survey finds