LastMinute.com
reviews and complaints

I am looking to cancel a flight I booked under booking reference [protected]. I actually sent a message minutes after the mistake happened. We already booked the correct flight with you instead. This was purchased online and by definition of internet purchases and my immediate request to cancel I would be grateful if you could provide this refund in full.

My Brother Booked a Ticket from Australia that was return but due to change of circumstances he has to cancelled his return side ticket and stay longer than the intended date, so he talked to someone named Harish on live chat told them about the situation and wanted to cancelled the return side ticket and refund the amount. But they delayed and not responded yet.

I had return flights booked for last august from london to tel aviv for the family.

Wizz Air cancelled my flights. That left me with other flights still open, with Virgin.

But now it's impossible to contact lastminute.com. They say my booking is closed and the line goes dead. Yet I spoken to Virgin, who have confirmed the flight voucher is there.

Hi my name is Keith Goonery, I have booked true yous a couple of times, I was going to book a hotel for my daughters birthday shes 7, we were looking at the pillo hotel in ashbourne co meath, for this friday, but your price is 244 euro and on there site is 189, I think the price difference is shockin yous are usually good at hotel prices, I have even told friends and family members about your site, I have a 60 euro voucher but its like the site is adding on the 60 euro for every hotel I look at compared to the hotel sites ive been looking at, would really like to no if that is whats happenning, thanks, kind regards keith goonery

EMAIL [protected]@gmail.com

Booking ID: [protected]

I booked a weekend get away to rome for my fiancées birthday from 13/05-16/05. I am incredibly disappointed by the service I received at the hotel but also my the lack of being able to get hold of last minuite.com.

Firstly the hotel room is not what I paid for. They put us in a standard double, and on your website the deluxe double looked to be advertised as a suite on their website. (They do not advertise a deluxe double, nor do you advertise the suite). They basically were not very helpful and were condescending to myself and my fiancée. They were talking about us in Italian and it felt like they were mocking us. After speaking to a manager he said all he could do was to move us to another double room which was exactly the same as the one they previously gave us.

The way that they were with me made me very uncomfortable and I felt anxious the whole time on the hotel because of this.

I would not have booked this hotel if we were provided the correct information as it was significantly out the way but it seemed to have the best suite available.

Secondly, we paid for transfers to and from the airport and we were not picked up from the hotel to get back to the airport. We had to pay for our own transport. We contacted the number on the documents provided and it stated the number was not available.

I purchased a £1500 flight voucher via my company benefits scheme - PerskatWork - due to it offering a discount.

I found the flight details I wanted via Skyscanner.com and then selected purchase from lastminute.com. After unsuccessfully trying to enter the voucher for a long period of time, I gave up and booked the flights without the voucher as the flight price had already started to go up from my first attempts.

I contacted lastminute.com who said I couldnt use the voucher if their website was accessed via Skyscanner.com. They also informed my that I had purchased a Flight + Hotel only voucher. Given that the purchase was in error and I wasnt able to apply it, I asked to cancel the purchase but they would not allow it.

I subsequently asked them to change it to a Flight Only voucher, which they did.

I have since tried to book a flight with the voucher. However, the flights directly via the airline (EasyJet in this instance) were significantly cheaper than via Lastminute.com and they would not match the price. I also saw that they flights via Lastminute.com were being advertised on Skyscanner for the same price as the EasyJet website, but again I am not able to use the voucher is accessed via this external website.

I called bookings to try to get them to help and spent over 30 minutes on a chargeable contact line. They insisted that they had access to the same information / prices as the airlines so the price would be the same as EasyJet. After unhelpful call, where they provided false information on multiple occasions, I asked to raise a complaint, so they directed me to the customer services phone number.

I called the customer services number, but it only allows you to amend an existing booking and whatever option I chose, I was automatically disconnected and directed to the website.

I am now left with a £1500 voucher, which I purchased for a £75 discount, which can rarely be used and will force me to pay approximately £400 more for flights (or lose the vouchers value).

The pricing practices to prevent you using a voucher, the lack of cancellation policy, the higher prices applied when trying to use a voucher, the lack of transparency and the customer services are all unacceptable.

We input dates for flights and the destination we wanted into sky scanner, we were then guided to another website to show us a booking which would be suitable. As dates were already input previously they were not input again. Between sky scanner and lastminute.com the dates were changed which led us to book a last minute flight to Australia which we are unable to go on which would mean losing a lot of money on these flights.

Within minutes of noticing the error, lastminute.com were called and we were told as the payment wasn't processed there was nothing that could be done at the moment. Lastminute.com were called the following morning for us to be told we could not have our money back apart from 10% even though it was within 24hrs of booking. They would not put us through to a manager and we were told there was no alternative flights for the days we would want (even after we spoke to Emirates directly and they told us dates were available).

We had to wait to find out what could happen next via e-mail, The next day we were offered a change of flight for the dates we were originally planning for an extra fee (approx £1000) which we had to accept within 48hours, we accepted almost straight away after reading terms & conditions. We then get an e-mail later in the day to say that the offer was no longer available and there would be a higher fee of £9000+.

Another phone call was made to lastminute.com asking why it was increased and we were informed this was a mistake and the initial offer was withdrawn. How is it possible that the company can make a mistake like this and be able to go back on this after it was accepted but we have been penalised for our honest mistake? We have saved for this dream holiday for years and to be penalised for an honest mistake seems just unacceptable to me. To only be offered a refund of only 10% refund of our original £5000 charge just seems unbelievable.

Please advise on how I can take this further as I am not willing to accept this as a resolve to the situation?

got cancelled my holiday by lastmunite.com because of the virus and got a voucher from them.

tried to book my holiday again with my voucher code,

and when i put the code the page saying that voucher has been used But is not.

so its like a paid for nothing and lastmunite just keeping my money without any reason.

no refund, no voucher ….

Lost £2500

very disappointed!

My booking ID

[protected]

Hi there,

I am still waiting for a refund three weeks on from when I requested it due to not being able to travel anymore. I am so unhappy and disappointed that I’m still waiting and not heard anything back from you.

I emailed the hotel and the customer care email address several times. I paid insurance in case we couldn’t travel.

Please can someone respond to me and give me my refund?

Kind Regards

Kate Elizabeth Shaw

Booking ID: [protected]

Flights

Hi recently book a city break for myself and my mother to Rome with your company. from 9th may to to Friday 13th I cannot begin to tell you how disappointed I am with your company.

on receiving the booking detail's after purchasing online i tried for hours to check in for are flights so had no choice but to check in at the airport as a consequence i was charged another £110 pound. As your company had not given me the correct booking information when the booking emails you had sent did no work it to was told by the check in from Ryan Air at the airport this is a common problem as with your company and there was nothing they could do but charge me. called Ryan air early after arrival and they told me to arrive early for my return flight so they could sort it out. But yet again i had to pay another £110 for the return flight. And because we did not check in online we were unable to sit together and my mother is 74 and very nervous flyer.

Hotel

When arriving at the hotel handed my information in and then was told to wait this was early evening so we weren't early. they seamed confused and asked to see my booking information once again. And then they ask us to wait again.

clearly they were not expecting us we had to wait for over a hour to get are room. the room was very small 2 single beds pushed together for one double bed which you could barley part to make 2 single bed. which was very uncomfortable. when asked if there were any other rooms they said there were no left.

the area was very rough drunk people and drug dealers and prostitutes' near the hotel on the main road which made us not want to go out at night.

Kind Regards Jerrad Ruehle

[protected]@hotmail.com

On 21st April I purchased a o/w ticket for my husband from Sao Paulo to LHR. This flight was via NY.

At no stage of booking did the lastminute site mention that for flight entering the USA, even only touching down, you need a valid visa.

At SP airport my husband was refused boarding by United Airlines, as he didn't hold a valid visa. They entered a "no show" in their system so we could get reimbursed.

I rang Lastminute but all they offered was to reimburse the taxes, but I haven't received any instructions yet.

Since then, I have decided that as there is no warning whatsoever in the booking system it should only be fair that I get reimbursed my lost fare as we had to buy another ticket with a European airline.

I have tried to make the same booking again to check and neither Lastminute, not United mention anything regarding visas.

ear sir/madam

I herewith want to communicate a claim towards your organization for an amount of euro 496 euro.

we have booked a complete trip to Lissboa with enclosed arrangement with your company and paid the trip in advance for a total amount of Euro 1094.97 by creditcard

customer code CW17708534

Vlucht: Ryanair CRL(BE) - LIS(PT) datum vertrek 22/04/2022

Vlucht: Ryanair LIS(PT) - CRL(BE) datum vertrek 27/04/2022

Boekings-ID: IHI27E

Hotel: Vip Executive Suites Eden, Lissabon

van 22/04/2022 tot 27/04/2022

Passagier 1: Marjon Helene Volkers

Passagier 2: Rudolf Marcel Honkoop

Commissies en diensten van bureaus

The reason for the claim of 496 euro is the following:

1. wednesday evening late we have received an sms message from ryanair that the flight to lissboa was cancelled on friday morning. No other information was received on that date or time from your company.We have checked your app (in accordance with your communication to do so for changes/cancellations etc etc ) and the website with logins. No additional communication has been received on wednesday or thursday next. We have also tried to contact your company directly wednesday evening to check the total trip impact with no result.

2. we therefore booked a flight to lissboa with TAP from Dusseldorf assuming that the hotel and flight back on wednesday was still booked.

3. after arrival in lissboa we learned from the hotel that the booking for hotel (and also both trips to lisboa and back had been cancelled by your companyu) we have been communicatingin the hotel with your commpany 2 times but were dropped out of chat en got an customer survey request from your company !

4. after checking our email it appeared that your company has sent an email to [protected]@gmail.com which landed in the spam filter on thursday beginning of the afternoon and therefor not seen by my wife. Your communication stil did not mention anything in app or website loginns... after various checks

5. we had to book new hotel arrangement and paid this booking again by creditcard

6 we had to book new fligh back arrangement by creditcard

total costs of 2 new tickets and hotel booking against old travel arrangement is an extra 496 euro. base of calculation is enclosed. We have received your refund of the initially paid amount of 1094.97 after some days arriving in Lissboa

we herewith want to put in the request of refunding the amount of 496 euro. to our credit card account which you also used to pay the invoice back to us for the initial trip

encl0sed the calculation of hotel costs and flights to and from lissboa

best regards

Ruud Honkoop

C Raaijmakerslaan 13

4731 ET Oudenbosch

0031 [protected]

Booked flights London-Koh Samui in Feb 2022, to travel in July 22. Received email in April to advise EVA Air had cancelled my flights. However I spoke to EVA Air and they had not cancelled - confirmed that only a schedule change. Called Lastminute on 5/5/22 to advise this information. Was told by 'Kevin' (Called recorded) that this was okay, as the refund had not yet gone through and he could reinstate flights for the new times - I would get a confirmation. Hadn't heard anything by 9/5/22, so called again - was told she would look into it and cut me off. Called EVA Air Same day) and she told me that Lastminute had cancelled flights on 5/5/22! Called LastMinute back again - told that nothing they could do - not able to help as EVA cancelled flights. Now flights are £1500 more expensive. Also no explanation of why cancelled. Still have emails from EVA to confirm not cancelled, only schedule change. Have tried to email complaint via lastminute website (4 times in last 2 weeks.) no reply and also emailed [protected]@lastminute.com as advised and no response. Helpline refuse to help.

Cancelled ticket in March, 2022 . Not received refund yet. Booking ID: [protected]

17 Fed 2022 PNR

WAQITV

18;15 London Heathrow to Cape Town had to council my flight because I had covid.

I had a PCR test that confirmed I had covid flight was cancelled still waiting for my refund please can someone get back to me

fern standing

I purchased return flights from Heathrow- Auckland via Lastminute.com on 26th April. Booking ID [protected], trip dated 5th of June - 4th July.

During the booking process at the baggage point it offered me the option to add luggage as it would be more expensive at the airport, I was a little confused as I thought a ticket included checked in baggage, it indicated this could be modified after booking, as I was unsure at that point how many cases I’d need or if this was correct I proceeded to finish and pay and amend my luggage later if required , I also wanted to check with them it was correct and what the £80 appropriate per case weight I’d be allowed, as I’d travelled with Air Malaysia before and new their allowance was normally 32kg and never had to pay separately for checked in case.

I also added and paid for a luggage loss package and a service package.

Later that day I went into my on line booking with Lastminute.com to add my luggage as the airline had sent my E ticket stating I had 1 x free hand luggage but there was no checked in case on this purchase.

When I went into my booking I clicked on the option to add one case outbound and inbound, it stated it would be approximately £80 and a service agent would contact me soon. As I was a little unsure as time not on my side I decided to call them, I was told I’d already requested this service online so an agent would contact me soon.

Approximately 2 days later I received an email stating lastminute.com were unable to process my request and I’d have to contact the airline direct.

When I did this I was quoted £929 for all trips on this ticket to check in one case. I obviously couldn’t believe the cost had gone from lastminute.com of approximately £80 to a £929.

I immediately contacted contacted lastminute.com again to be told they would look into it. Again I received an email stating the same as before I had to book my case via the airline.

I then phoned again advising them I was not happy as the booking site did not advise I could not add luggage afterwards in fact the opposite. All I was told was each airline has its own procedures and policies around luggage. I sad then their booking site should advise of this and it’s extremely misleading, the agent just kept repeating the same thing. I asked to speak to a supervisor as I was unhappy and was told No you can speak to me, at the end of the constant repeating of the agent I asked again to speak to a supervisor, she finally agreed to have one call be back within 48 hours this was on the 1st May. Overnight I received an email stating they had tried to call be using the number provided but were unable to, and to contact the airline to book my luggage. The number on my account is correct and I had no missed calls.

I feel this company are totally misleading and unfair in the way they are washing their hands of my complaint.

Airline cancelled our flight to Australia in March. We were given the option to receive vouchers or a full refund. We chose the latter. This was on 29th January and we received an email stating the refund would be within 2 months.

I have called Lastminute.com.com on 3rd March, 7th April, 13th April, 20th April and this afternoon, 1st May.

On 20th April, I was informed that I should be receiving an email with details of my refund so, having not received any correspondence from lastminute.com, I called again today, and was told it would be escalated ( for the 3rd time). My booking reference is [protected]. It is completely unacceptable that I should have to wait this amount of time for a refund, from a flight that was cancelled in January. Regards, Katie Foster

Hello

I was supposed to travel to Tenerife from 16 October to 23 October 2021.

My reservation is WCJ2KN.My name is Daniel FOURCADE.

Unfortunately I was not able to travel since I got very sick before the trip .

I contacted the Europe assistance and send all the infos regarding the cancellation . Since that time I didn't receive any update and refund . Its been 7 months and I'm bit upset facing this unprofessionalism .

I except from you some update.

by advance , thank you .

Daniel Fourcade

Dear Sir/Madam,

Booking ID: [protected]

I am writing to complain about your customer services. I have bought a returned ticket from London to Tehran on 8th April, but on 30 April before my fligh, I called and asked for changing my returned date from 17 April to 24 April. The person has told me that we will send you an email for changing date and cost so you can confirm the change on your email by pressing the confirm button. I have done that twice as I haven't received anything, I called the day after 3 times to ask for confirmation changing date of my flight, but kept being told that will call you, but no one called me back until I travelled to Iran. During I was in Iran I kept have boughta international card to call them and ask to that changed which I have received an email that I needed to pay €17 on top but they kept said will call you and again no any phone call until few days before my flight and charged me £36 for changing the date. I am really upset and angry with your customer service as I didn't really enjoyed my holiday. I have had stressed, I didn't know what date I have to flown, I didn't know to tell my employer my date return to work and kept calling your company. I am asking for compensation for all these inconvenience that you caused me.

Thanks

Parvin Behzadi

Lastminute.com advised us our return flight with BA had been cancelled about four weeks ago. An alternative BA flight was suggest albeit at a slightly earlier time but returning to Heathrow instead of Gatwick. Initially, I accepted this but on receipt of the revised itinerary I noted the return time was 27.5 hours.

I challenged this timeframe through countless emails and phone calls but never received a response confirming the timeframe or that we were booked on the alternate BA flight. Consequently we left our hotel on the last day having no idea if we would be going back to the UK that day or not.

I have the email threads to evidence that I left my phone number so that I could be contacted following suggestions from Lastminute.com that someone had tried calling me.

I asked for numbers so that I could speak to someone more senior to help me. No numbers were provided.

Even on our last day we were promised we were a priority but no confirmation arrived so we just went to the Airport and hoped we would get on the flight.

Luckily we did but the stress of all of this ruined our holiday.