LastMinute.com
reviews and complaints

Booked flights GLA-USM ([protected]) in January 2022, 23 July - 6 August. Carrier KLM/Bangkok Airways. Advised of changes to BKK-USM leg, in February which were accepted. Advised by email 23 March that GLA-USM flight was cancelled by airline. On further enquiry with LM call centre, was advised that it was the BKK-USM leg that was cancelled and they would attempt to find an alternative, in 7 days, although that may take longer as the deal with closest departures first. App/website didn't reflect this when first advised - a delay in reflecting the cancellation communication. Further emails, text messages advising same and referring to allegedly sent emails (which again of enquiry with the call centre actually referred to the cancellation notification email in March 2022). Eventually advised last week (6 weeks before departure) that LM was not successful in obtaining alternative flight and that the entire booking was cancelled because as its a round trip, if one is cancelled it's all cancelled. I've tried to speak to KLM but they refer me back to LM - no reason has been given for the cancellation. I'm now told a refund could take up to 2 months. Flight availability is no longer available for me to travel, lost deposits on accommodation and LM say the need to wait to get the cash back from airline before providing details of the refund. Submitted a compliant via website in April - no response.

At Lastminute, once they cash in your money, don't rely on them if you have a problem. My flight that I booked several months ago was cancelled by IBERIA, they never made me a proposal to find a date or an alternative flight, despite my calls and chats and I kept getting the same message "we will contact you as soon as possible" that's the message I've been getting for a month but when I contact IBERIA, They don't want to proceed with the change because I'm not a direct customer and they ask me to contact Lastminute as soon as possible because the longer I wait the less chance I have of finding a flight, for a change operation that takes 5 minutes, I don't know what this agency is waiting for to do it, now I'm not sure if I'll be able to travel but what is certain, I'll sue them to ask for compensation for services paid but not rendered, and I advise everyone to do the same.

Booking ref~ [protected](please listen to all the calls we made to your customer service team in the last 3 months)We booked an Package to Paris in the month of April 4th to Fly on June 17th and then logged an request to postpone the trip to Sept 18th and 19th on 25th April again and we do have email acknowledgement for the same from Lastminute.com .However there are no changes in the dates and we keep getting reminders about flight booked on June and when we called and asked about the quotation and the instalment dates it has been stated that we would get a call back from claims team(unsure of team name) but we haven't received any calls from any one and the amount have not been deducted yet on the said dates. This is completely a miss from lastminute.com to do a follow-up and customer service. We are really confused if the trip has postponed to sept or not and what's the amount to be paid and when it will be deducted in an instalment basis, How do you ensure a smooth travel with lastminut.com?If changes are not possible ,I would demand for the complete cancellation and the refund of the amount paid initially.

I basically booked my stay back in January.

Lastminute.com cancelled my hotel (as it was refurbed) in the April and offered me another for my stay at the end of May.

I flew out to Mallorca on the 23rd, my hotel with LM was suppose to check in on the 27th. I received an email whilst away saying they had cancelled my 2nd hotel.

Basically I was left on the streets all day with my luggage waiting for lastminute to find me a hotel. I made around 10 phone calls throughout the day each one lasting around 15-20 minutes telling me I would be called back in 10 minutes. I also had "chat" conversations.

Each conversation contradicted the previous one, the only thing they all said was that my request had been transferred to the booking team and someone would call me in 10 minutes.

It got to 5pm (customer service closed at 6pm) and I was worried id have nowhere to stay. On my final call LM said if I booked somewhere myself they would reimburse me if I paid myself for another hotel as their booking team werent addressing my situation.

Ended up staying in an awful place, lost a day of holiday through being on the phone all day, im £400 out of pocket, ive sent an email detailing all times and transcripts and still nothing.

There are an absolute rip off company. The have no duty of care. Its disgusting.

I heard some disappointing news regarding my holiday refund, and I feel that Lastminute has misled me, and I will explain why.

By mistake, I booked my hotel on the mainland unfortunately, I found it too far away, which meant I had to travel to Venice so I cancelled the next day. A mistake I believe by both, as you have it on your list of hotels in Venice when actually it is not. Due to no refund on flights I wanted to re-book another hotel in the heart of Venice, but as the money was being held back and me not getting a full refund I cannot unfortunately afford to pay for another hotel as yet.

I was told that I would receive my money back up to seven days by an operator. Within a few days, I received an email saying you would only refund £235, which was nowhere near what I paid for my hotel. When the breakdown of the holiday and flight etc was in my shopping basket via your website, I clearly remember it costing £370 for the hotel and £370 for the flights, just to add I also used a Jubilee70 voucher. Since saving myself some money, I added luggage to our tickets bringing the total to £741,11. You are telling me that I did not pay £370 for the hotel, but it cost only £235, this is where I am being misled. I clearly remember how much the hotel cost when I was at your checkout basket. I have also done some test purchases for the same hotel with the same dates and it comes nowhere close to £235 it is still around the £370 mark.

During the call to explain this last week, the operator promised to send me a complete breakdown of what I spent on the holiday I booked, but I have not received it. After sending them another email and them saying we will send you a break down, they have said they cannot provide me with one. This is very strange.

Purchase:

I bought a Flexticket for a flight with Ryanair, because I wanted to surprise my wife. If she wouldn't like the destination, I wanted the possibility to change the destination or the dates. I payed 192€ for these Tickets.

What happened:

My wife didn't like the destination, so we decided to change it. I called the customer care and they explained us, that we can do that because its a Flexticket. We just need to look for an alternative with the same airline - Ryanair.

So we did.

1. We asked for an offer for the combination Frankfurt - Kreta, Greece. We received an offer over 700€ for the change. We denied the offer.

2. (7.June) We asked for an offer for the combination Düsseldorf Weeze - Pescara, Italy.

Problem starts:

1. (7.June) We received an email, which said, that a change is not possible.

2. (7.June) We talked to the customer care and they told us, that it was a mistake, we will get an offer shortly.

3. (7.June) We received an offer for 70€ for the change.

4. (7.June) We agreed immediately. Then we called to ask how we are supposed to pay for the 70€. Customer "Care" told us, that everything is fine, we should wait because they will send us an email with the instructions. We booked hotel, parking etc for our holiday in Pescara.

5. (8.June) We didn't received that email for the payment instructions or the new tickets. Instead we received an email, that the change is not possible.

6. (8.June) We called. They told us, that everything is fine, there was a mistake and they will send us the tickets.

7. (9.June) We received a new offer. They changed the destination and the timings, which we didn't asked for. It was for Düsseldorf International - Pescara, Italy. The timings were not suitable for our son, who is 2 years old. This time the offer was for 242€. This was bad, because we instructed them nicely on the phone. We told them exactly the flight that we wanted. Because of all these mistakes and the passing time, the price went up.

8. (9.June) We called. We didnt wan't this new offer with different timings.

9. (9.June) We asked for a change of date then, another option was cheaper. Again Düsseldorf Weeze - Pescara, Italy. Just 1 day later. Online the ticket was available for 130€. Again, they would send the request to the other department to check the tickets and to send us the offer.

10. (9.June) We also wrote a complaint to [protected]@lastminute.de because of all the time which we were wasting just for waiting for the offer.

11. (10.June) We received an email, that the change is not possible.

12. (10.June) We wrote again a complaint to [protected]@lastminute.de

13. (11.June) We booked those tickets which we wanted from another website and canceled what was possible. The hotel days could not be adjusted so we had to pay on top for this mistake of LastMinute. Ticketprice was 141,99€.

14. (13.June) We wrote again a complaint to [protected]@lastminute.de

15. (14.June) We called again. They wanted to do a new request.

The problem is, that they also lied.

- They told us, that they tried to call us. Not true.

- They told us, that Ryanair doesn't fly from Düsseldorf Weeze, which is a joke. Of course they fly, we booked the ticket and they send us 2 offers themselves for this airport.

- They told us, that Ryanair denied the request, there were no tickets. That's not true either, we could and still can purchase tickets online. And if that was the case, why offering us new tickets? Or not offering us alternatives?

- The customer care does not help at all. They only give you the first name and refer you to that email, from which nobody replies.

-> So why buying a flexticket if it is not flexible?

-> Why having such a service, which is no help at all?

-> What should we do if there is no helpline who can help us?

-> We had to pay on top for the change. They dont care for this.

I've booked tickets to fly from Melbourne to London leaving this Saturday, 18th of June. As you can imagine, this is my first trip back home to see my family in 3 years. It's not only a very exciting and highly anticipated trip, it also holds a lot of emotion given the context of the last 3 years.

Last night I contacted Bravofly using their live chat function to ask some questions about check-in and baggage. The live chat agent randomly cut the connection midway through the conversation, so I started a new one and got the answers I was looking for.

A short time later I received an email from Bravofly saying that they had cancelled my booking and had requested that a refund be processed. I then received a further email a short time after that from lastmninute.com advising that my request to cancel my booking had been processed. At no point in any of my interactions had I asked for them to cancel my booking.

I then immediately went back onto live chat and asked for someone to call me. I was provided with a number for the lastminute.com group to call, so I placed a call to them. I spoke to an agent who told me that I must have requested the cancellation and that there was no error on their end. The agent from the live chat had made a note that I had requested the cancellation. I told the agent that this is strictly not the case and I need my flight reinstated immediately. He refused, stating that I had made the request or someone has obtained my details and made the request on my behalf. I asked to speak to his manager, he said that they were all in meetings and that he would request a callback. I refused to accept this, and the agent ended up cutting the call.

I then called again and spoke to another agent. She essentially told me the same thing but put in a request for the management to look into it and get back in touch. The time frame she provided was 48 hours, which I explained was unacceptable given I was meant to be flying in 4 days time. She said that she would leave a note but there was nothing she could do. Again, I asked to speak to a manager there and then, but she said that she has no managers...

I have sent Bravofly and Lastminute.com several email and have posted/spammed their social media, and have had no responses. I can easily go online and book a new flight with a different company, however it is going to cost almost double the original cost and I have no idea if my flight is going to be reinstated. I don't want to book another flight and not need it.

I think clearly what has happened is the live chat agent left my booking open when speaking with another customer, cancelling my booking thinking it was theirs. The fact that the company has immediately told me I must have done this and not even tried to fix the problem I think amounts to an attempt to gaslight me - but at best is just really [censored]ty customer service.

Re booking [protected]

Hi i contacted customer service on the 31st May 3022 to ask it was possible to request our superior room for three adults has two separate bedrooms, we had tried to contact the hotel but were told the request had to come through last minute the lady said i would receive a call from the sales team she could see a room on the system. I received an email on the 31st May to say this request would be finalised within 4 days. I then rang again on Saturday 4th June and was told i had to wait for an email. I rang again on Thursday 9th June and was told it would be escalated asap I then had a web chat on Friday 10th June to ask a team manager to call me back and I am still waiting on Monday 13th June for this call. I have asked why no one cant simply ring the hotel and ask a quick question. I have not had an answer or response to this request. I never complain but have found the customer is frustrating and stressful which is unnecessary.

I would appreciate your help and an immediate response, we fly in two weeks time.

Kind regards

Amanda Cullen

[protected]@hotmail.co.uk

Hi I’m hoping to speak with someone about a booking we had.

We missed our flight flying out to Duabi from London Gatwick and spoke to an advisor on the phone and said we will be getting a different flight in the evening.

We said we will be staying at the hotel but checking in 8 hours late and also flying back on the same flight.

When we arrived at the hotel they were aware and the booking was fine.

When we left and got to the airport our tickets had been canceled and we had to rebook and pay money to get on the flight.

I’m slightly confused as we spoke to an agent on the phone twice about this while at the airport waiting to fly.

I have the PNR number if this helps but feel the flights back should be repaid.

Hopefully you can help

Thanks

I made an error in booking a flight as I had a previous saved date. I realised this as soon as payment was taken and tried to change. I was not able to receive any support and was directed to the airline who has no workable number and only has auto responses. I need to cancel

As I don’t need the flight and would like a refund as I booked via last minute.com there needs to be some support.

This company is a complete joke, they have taken my money for a holiday and after I paid them , they send an email saying that your seats could not be booked please contact your airline, the thing is they have not confirmed what refund and they won’t give me a booking reference for the airline. They also after you booked informed me that I have to pay £985 for transfers , if I’d of known this I would of booked it with another travel agent as they were offered me a much cheaper deal with transfers included.

I have now been waiting for a manager from last minute to call me back , at first I was told they would on the same evening, next day they say it can take 24 to 48 hours to contact me, now 50 hours have gone and no call and all the advisers say is they will call.

I ask how to make a complaint, they say type it in there websites search and it will come up, yes it does but will not let me log a complaint,totally disgusting customer service or should I say bad service.

Mon vol a été annulé, malgré mes plusieurs contacts avec cette agence je n’ai pas encore reçu une date ou un vol alternatif

My husband and myself were due to fly to turkey today but 2 days after booking holiday my sister was rushed into hospital and has been given weeks to live I am her next of kin and carer and would therefore never leave her. We tried to change the holiday to later in the year but after being told “you are in the system” for the last 2 weeks was told there is nothing they can do. They have no compassion or empathy what so ever this was our fist holiday since covid, and I had to sort out care for my 93 year old mum who I also care for. We are totally devastated. Please help - Mandy

flight 26th may to alcudia from Prestwick airport via Ryanair to the president hotel Alcudia. carol McLucas . The holiday on your web site described it as a 4 star hotel .Sorry to say 2 star maximum .We had booked a basic room but did not expect it to be facing a tall brick wall so we up graded .The rooms or very basic . The food disgusting as hot was never hot and even though lots of guest s complained it never altered .The lunch time offer was very limited with only 1 dessert and fruit on offer along with cold chips, veg's ,meats etc . Sprouts were out breakfast lunch and dinner and obviously reheated as they got browner on each showing . Mid week were asked to move rooms as our air conditioning had leaked ,when we went to pack it had covered our clean ironed clothes with lovely brown water . I asked to be compensated as we had not had the air-condition on and no apology this was met with it wasn't there fault it broke. Then there was the entertainment ? appeared only 3 times and one of the times the stage was kept in the dark with no lights so you could only hear the out of sound music. The beach bar not open. Run out of food after 8.45 at night Last but not least the shuttle bus? which was a 6 seater car that had to make lots of trips ,people just pushing in and times were not adhered as the guy also covered reception . What i would like to say on a very positive was the bar staff were great. but still no were near the money they command . I have photos of the food and the broken step in the 3rd room which was very dangerous

I was wondering if you were able to help us at all? We are tearing our hair out since November last year!

We booked a holiday for 2 weeks in Mexico for Christmas with lastminute.com last year due to travel on 22nd December 2021.

In November, my husband and I made the decision not to travel due to the COVID situation. We called lastminute.com on multiple occasions to find out what our options were to move our holiday before making the decision to not travel on 22nd Dec 21. Our outbound flight was travelling through France and they went into lockdown so we decided it best not to travel and didn't want to be stuck abroad should one of us test positive for COVID.

When we called to postpone our trip, lastminute.com said we can move our holiday without any issues and we needed to provide alternative dates so that the hotel and flights could be changed. We sent across multiple dates for which on every occassion we were told there was no availability and to select another date. We were concerned that we wouldn't have our dates set before our actual flying out date, for which last minute said it will be sorted and not to worry.

Well the date of the flight came and they were still looking into the availability of the flight dates we proposed and hadn't heard back from them. We called again and they said we should have been on the flight as our alternative dates had not been secured. Nobody at any point had said to us throughout our numerous phone calls with lastminute.com. We had advised that we were not going to travel weeks in advance so unsure why we were still on the flight list to travel on 22nd Dec. We have been constantly phoning lastminute.com to get this sorted. They have told us that because we missed the flights there is nothing they can do now and have constantly said it is not their problem. They refunded us the hotel costs but were short of £800 which nobody had said there would be a fee taken, which was a shock.

We called Virgin Atlantic as they were who our flights were with and they said we have an open ticket until April 2023 but are unable to do anything as we booked our package with lastminute.com. They have even reached out to lastminute.com to tell them they need to create a new ticket ID for us in order to rebook our flights but still nothing from lastminute.com.

The flights were almost £4,000 and it is extremely stressful to be constantly going around in circles only for lastminute.com to tie our hands, especially when Virgin are saying we have an open ticket.

Is there anything you may be able to do/advise as we are so desperate to get this sorted but don't know where else to turn? We have a baby on the way and with the cost of living as it is currently there is no way we can just write this money off!

I have booked flights with ryanair through lastminute.com and paid for check in and boarding passes (which seems to be a waste of money) but have been told I can't print off passes for return flight until day before as I will be in Spain on one of these how can I do this No I do not carry a smart phone to get passes on that so I decided to check in direct with ryanair I have sorted the out bound flight but apparently there is no record of my booking for the return flight your chat lines are no help at all and nor are the phone lines how do I check in and get boarding passes for a flight that doesn't seem to exist and will I be getting home or not

We books an holiday to Turkey Antalya and we lost our flight to Antalya we manage to book our self an pay for another fly tickets to Antalya

For return we had the surprise to have our flight tickets cancelled and left my self and kids in Airport with no fly to back home

Please contact me at [protected] or [protected]@yahoo.com

Many thanks

Cosmin Buda

In April 2019, I had a return flight from Alicante cancelled because of the Covid pandemic. The travel dates to re-book the flights were all cancelled by the airline, however, they were cancelled due to the pandemic, not because I, personally, couldn't change the dates. Because of this, I was unable to receive my money back by cash, as per the guidance from EasyJet, and I was told that I can only accept a credit note, which I duly did. The credit note for £104.37 has been sat on my account throughout the pandemic, unable to be used due to travel restrictions and general hesitance to travel.

I recently tried to use the credit note to pay for upcoming summer travel but I have been informed that the credit note has now "expired" and is unable to be used. Essentially, LastMinute.com have stolen my refund! I have not received any monetary refund for the cancelled flight, with LastMinute.com keeping hold of the money and then putting an expiration date on the usage of the refund. If I am being refunded for a cancellation, I expect to actually receive the benefits of the refund and receive my money back, seeing as it is my money that was paid for a service that was not delivered.

I feel that this issue has been dealt with in a general way, rather than through the extenuating circumstances of the pandemic, with a credit note being issued in place of a refund for a service not delivered. The cancellation was issued by the airline, and by no fault of my own, so I am entitled to have my money back!

I was trying to reach out to see about getting a refund for our Hotel room.

We arrived on 5/20 and it was a VERY unpleasant visit. They told us we would be getting a refund for our 2nd night and then told us to reach out to where we bought the hotel rooms from and i cant find a phone number or email to get ahold of anyone. our hotel was at the Ref Roof in Plus and we stayed the night of May 20th.

My booking code is [protected]

Dear Sir / Madam,

I am writing to you to raise an issue about: Travel agents

The issue that I have experienced was: Firstly the airport that was part of the package was all the way at Dalaman, which meant I had to book a car transfer from the airport to the hotel which cost me 1400TL.

When we arrived at the hotel the lights were all off and that’s the moment the nightmare began. There was one staff member who came up to the building and informed me that the hotel is shut and will be shut until the 28th April. They told me our reservation was cancelled a week before we travelled and that they could not do anything for us.

I tried calling Lastminute and could not get a hold of anyone as your lines were shut, which the agent I spoke with to make this complaint told me your lines close at 9 PM UK time. Also encountered a charge for using my phone abroad. We arrived at the hotel at 11.30pm Turkish time so there was no one to speak with. My partner who speaks Turkish ended up pushing for a replacement hotel or we had to stay in one of the rooms in the hotel as at that time, there was nothing else that could have been done.

After waiting an hour, the hotel manager informed us that our booking had been transferred to Forever Club hotel which was nowhere near the location of the original booked hotel. I had to pay an extra 90TL for a taxi to get to the location and was in absolute shock and stress.

Lastminute were notified a week before our trip however they failed to inform me and blamed it on a technical difficulty which is unacceptable for the length of time they had to address the issues.

Another misinformation lastminute got is that we got an upgrade to our room. There was no such upgrade. I inquired about changing the room to 2 single beds which by the time you got back to me was too late to make any change therefore I did not proceed with the inquiry. Also you say upgrade, however I ended up being put into a hotel that only had 1 pool and the shops were further away. I had to travel to the city by taxi, which cost me even more money.

It occurred on: 26/04/2022

This meant that Before we went on this holiday, we had planned everything around the area of the original hotel. After the transfer to the replacement hotel all that plans had to be re done adding additional stress to our trip.

I was already very angry with Lastminute for booking a flight to an airport that’s 3 hours away from the hotel when in fact there is an airport 30 minutes away. I was left in a situation where I had to pay an expensive transport service to get to the hotel which resulted in me paying 2800TL.

After all that I went through with Lastminute this will be the last time I would ever book with you. I already suffer from mental health and with the hotel situation you have put me into complete distrust with anyone around me.

Loss of enjoyment and satisfaction - an amount for the disappointment and distress caused by things going wrong. I had to change all my holiday plans and had to spend more money to get into central rather than what it would have cost me if I stayed at phoenix sun hotel.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Edward Ogden

Booking Reference [protected]