LastMinute.com review: Awful customer service

**Lastminute.com – Serious Medical Circumstances, Poor Communication and Failure to Provide any Resolution**

We booked a Maldives holiday through Lastminute.com, paying more than £3,600 for the booking. Unfortunately, 11 days before the holiday, my wife suffered a serious horse-riding accident resulting in a broken ankle requiring surgery, as well as two broken ribs. She was subsequently unable to walk and medically unfit to fly.

We immediately contacted Lastminute.com regarding the situation and provided medical evidence. It is important to make clear that **we did not simply decide that we no longer wanted to travel and request a cancellation**. This was an unexpected and serious medical situation which made travelling impossible.

We contacted Lastminute.com repeatedly by online chat, email and telephone in an attempt to find a reasonable solution. The hotel was also involved in the process and initially requested medical documentation.

Despite providing the requested information and repeatedly trying to communicate with Lastminute.com, we experienced significant delays, inconsistent communication and difficulty getting anyone to take ownership of the case.

At one point, we were contacted by a representative described as an escalation contact. We expected this person to take ownership of the matter and help reach a resolution. Unfortunately, after communicating with us for two days and promising to resolve the issue, the representative stopped responding.

Lastminute.com subsequently offered a £225 voucher. Given the circumstances, the amount offered did not represent a satisfactory resolution to a booking costing more than £3,600, particularly when we had provided medical evidence and had made repeated attempts to resolve the matter.

Based on our personal experiences with this company, we would never recommend anyone to book with them as they are not willing to resolve potential problems.

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