Dear Marco,
Thank you for your recent contact via Testaankoop regarding your package holiday reservation with the Booking ID3018604918.
I am extremely sorry to hear that you remained unhappy with the refund amount.
Whether a reservation can be cancelled at no charge or not depends exclusively on the service supplier airlines and hotel's policies that a customer accepts during the booking process and according to our checks, you booked non-refundable flights (only tax refund) and refundable hotel (cancellation policy:From 21/10/2025 the cancellation costs for the accommodation will be EUR 322.41).
Upon your cancellation request on 26/09/2025, we contacted the service suppliers to cancel the travel components of the holiday and whilst the accommodation could be cancelled at no charge, it is withregret that the airline could offer only a partial refund.
As our General Terms Conditions advised during the booking process,
in the event that a User withdraws from the package holiday contract prior to the date of departure, the User will be charged (regardless of any deposit that has been paid)the amount of the agency fee included in the package cost, the handling fee and any cancellation costs that may be requested by each supplier relating to the specific products they provide in the holiday package, which will be detailed in the package details at time of purchase. The amounts due to the Organiser in the event of cancellation may be debited directly from the payment method the User made the booing with In case any refunds are due to be made to the User, this will be credited to the same payment method, in accordance with the cancellation conditions laid down by the suppliers of the services making up the tourist package. The same sums shall be paid by Users who cannot travel due to the absence or irregularity of their personal documents required for foreign travel. If the cancellation is requested by the User more than 30 calendar days before the date of the departure, he/she will incur an extra EUR45 per person. If the cancellation is requested from 15 to 30 calendar days before the date of departure, the User will incur an extra EUR70 per person. If the cancellation is requested 14 or less calendar days before the date of departure, the User will incur an extra EUR95 per person.
After the deduction of the above-mentioned cancellation fees from the supplier's refunds, you received the amount of EUR 409.56 via the original source of payment.
In light of the above, we are sorry to inform yout that no further refund is due on the holiday. However, should the reason of the cancellation be mentioned in the insurance policy that was purchased during the booking process, you can open a claim with the insurance company as specified in the policy itself. For your information, I have attached a copy of the policy.
Thank you for the opportunity to investigate your case further and explain.
Kind regards,
Hajnalka
Complaints and Disputes Department
lastminute.com is a brand of lm group
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On Sunday 05-10-2025 21:00:17, klachten@test-aankoop.be wrote:
