Kindly shared by Anonymous
What happened
After booking flights through lastminute.com, the new Spain quarantine rules were announced and therefore I could no longer go on the holiday. After looking on lastminute, they say all changes are made directly with the airline and after going through the airline, changes cannot be made with them because the booking wasn't made on my account. Now it is impossible to get hold of last minute, they can only contact you. I understand things are busy due to COVID but how can a business only let them contact you when there can be so many other scenarios you need to reach out to them and if they deem you not a priority, they never get in contact at all. Therefore, the money used to book flights is just going down the drain, when it could quite simply be moved if I was able to speak to someone. Will never book flights with them again, only with airlines direct.
What I wish had happened
Have correct information for the process first of all. And provide ANY form of customer service, even if there is a pandemic.
Where this happened
On the Internet
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