LastMinute.com review: Request for booking cancellation and refund due to a bereavement

I am writing to you to address a situation that has arisen, which necessitates the cancellation of a flight booking and a request for a refund.

It is with great sadness that I had informed you that my beloved mother, passed away on 20th October 2023 due to a heart attack. This unexpected and heart-wrenching loss has understandably required my immediate presence at the funeral, which was scheduled for 24October2023.

In light of this deeply distressing situation, I had no choice but to make a new flight booking on 20 October 2023 to ensure I could attend my mother's funeral and support my family during this difficult time. This new booking reference is OAILAM. Regrettably, this booking took place after the

original one, which meant that I had to cancel the original booking. The original booking reference is [protected].

I requested the following:

Cancellation of my original flight booking with Virgin Atlantic Airline PNR : ELCDY3 for the flight scheduled on 14/11/2023 returning on 16/12/2023.

A refund for the original booking as I had no other option but to make a new booking to attend my mother's funeral.

I have provided documentation, certificate of cremation, death certificate, proof of my relationship to the deceased and a copy of my passport as requested.to support my request for a refund.

Lastminute.com did not show empathy with the difficulties I am facing during this challenging time. Instead of considering my request to this matter they made navigating this difficult period worse.

I have written to them and Virgin Atlantic (which I was made to believe was my carrier)