Dear Vik,My name is Amy and I'm contacting you fromthe UK VIP Team at lastminute.com in relation tocorrespondence we have received in relation tobooking reference: 2569512135 and yourcancellation queries.I have tried contacting you via phone howeverregrettably this has been without success thus Iam reaching out via email to ensure you are inreceipt of a response.Having reviewed your booking, I can confirm thaton 14th February 2023, we received a cancellationrequest via your self service portal and thecancellation was managed as per the Terms andConditions that were accepted at the time ofbooking. These Terms and Conditions advised thatwhilst the hotel could be cancelled with nopenalty, the flights were booked on a nonrefundable rate. Due to this, there was furtherpayment due for the booking and thusthe cancellation penalty was takenof 603.91 GBP.Whilst I acknowledge your dissatisfaction withthis, prior to yourcancellation request being submitted,you were given the opportunity via the portal toconfirm that you wished to proceedwith cancellation twice. The exactwording prior to us receiving the request advisedthat '˜you are about to cancel a trip bookedwith a payment plan. According to our Terms andConditions , if the cancellation fees exceed theamount already paid, we will charge you thedifference via the original paymentmethod.'' You then needed to select'˜confirm cancellation.' The nextscreen advised '˜byselecting cancel booking we will proceedwith the cancellation and request arefund on your behalf' and this option wasselected.I'm sorry that I'm unable to provide amore favourable outcome on this occasion howeverit is with regret that no refund is due.If however I can be of any further assistance inrelation to anything else, please don'thesitate to contact me via this email or my directline (+44) 020 3005 6680. My working hours areMonday- Thursday 9am-5pm and I'll be morethan happy to help.Kindest regards,AmyUK VIP TeamComplaints and Disputes Departmentlastminute.com is a brand of lm group This email is intended solely for the addressee(s)and the information it contains is confidentialand/or privileged. If you are not the intendedrecipient (or received this email in error),please delete this email and inform the sender assoon as possible as any unauthorized copying,disclosure, distribution or other action of thematerial in this email is strictly forbidden andcould be a crime.
