LastMinute.com
reviews and complaints

[protected] - I have been told that if I do not pay the cancellation fee for this holiday you will take me to court. I have tried via phone, facebook and twitter to contact you to pay this since 8am this morning. Answer the phone so I can pay!

I do not want to go to court because you are not answering your phones.

I have recorded all dates and times in which I have tried to contact you.

I booked a holiday to fuerteventura through last minute.com and paid for checked baggage for 2 people. We checked the bags in 1 in standard and one in special luggage. We arrived at fuerteventura and waited 2 hours in the baggage reclaim. Not a single piece came off in that time, let alone ours. We filed a lost luggage report, but to no avail. When we arrived back in Manchester, we contacted Ryan Air and they said they would look. They were found within a few hours. I am still waiting for them to be delivered back home. It looks to me as though they're weren't loaded on board in the first place, although I can only speculate.

Booked city break to Porto last October for 4 people, flying 5th April returning 8th April. Flight was leaving Gatwick at 12.00 which was ideal as we were only going for a 3 night break and are elderly so didn't want to arrive too late.

On 16th March Last Minute advised of a flight time change. It went from 12.00 to 21.05! I telephoned and said this was unacceptable as 9 hours is a huge change. LM offered to find an alternative.

They came back with a flight leaving at 10.35 but it was only going to Lisbon and we would then have a second flight onto Porto. I agreed but it certainly wasn't ideal. We are however desperate for a break after 2 years of lockdowns, shielding etc. I requested that we had seats with extra legroom on these new flights having paid for them on the original flight.

On 18th March I had an email saying they would confirm the change with the provider. Followed up twice by phone over last week and told they were still waiting for confirmation. Asked about cancelling and getting voucher or refund as closer it gets the less I want 2 flights. Was told that I could apply but no guarantee they would agree.

Today, a week before we are due to fly I emailed asking for update as time is getting short. Received a reply which said they were still working to confirm with provider and would let me know before departure!

Unbelievable service. Due to fly next week on flight we didn't book and still don't know if its on. LM ruined the anticipation of our much needed break and could still cancel it right at 'Last Minute'. The same break was cancelled twice before due to Covid and we took a voucher both times to help them out. Shame they can't help us out. Will be raising dispute via ABTA as I expect better than this

I phoned Lastminute.com on 19th March to request cancellation of my flight (booking reference [protected]). This was a 'fully flex' ticket, whereby a customer can cancel their flight for any reason, and receive a voucher for 90% of the flight cost. My reason for cancelling was that I had unfortunately lost my passport.

The dates of the flights were -

Outward 20th March

Return 25th March.

The agent advised me that because the outward leg of the journey was less than 24 hours away, no refund could be issued for that leg. However, she advised me that she could issue a 90% refund on the return leg, as this was more than 24 hours away. She asked if I wanted her to issue this now. Because I was still hoping I might find my passport and be able to arrange a separate outward flight (in which case I may still use the return ticket), I asked her not to refund the return journey just yet. I said I would phone back if I wanted the refund on the return journey, and she said this was fine.

The understanding I got from this conversation was that:

1. Refunds could be issued for separate 'legs' of the journey, not just for the booking as a whole

2. A specific leg could be refunded as long as that particular flight was more than 24 hours away (therefore the outbound flight couldn't be refunded but the return could, provided the return was more than 24 hours away).

I emailed the company on 23rd March to confirm I would like to take up the 90% refund of my return flight, as discussed on the 19th. On the 24th, I followed this up with a phone call as I had not received a reply to my email.

I was advised by this agent that no refund could be issued as the date of the outward flight had passed, and that I would need to have requested this before the 20th March. I stated that I did contact the company on the 19th, and was advised that the outward flight was not refundable, but that a refund could be issued on the return flight due to it being more than 24 hours away.

The agent I spoke to on this day said that the refund policy applied to the booking as a whole, and that no refund / voucher could be issued for specific legs of the journey. This directly contradicts the advice given on the 19th, which was that a refund of the return leg could be issued separately from the outward leg.

The agent stated that his colleague had written a note saying that she had advised me I could receive a 90% voucher for the whole booking, as long as I requested this before the outward flight. This is in fact not what she had told me. The conversation was recorded, so it should be possible to verify the actual information given.

To contrast the advice I was given on the two dates I phoned:

19th March

* A voucher could not be issued for the outward flight as it was less than 24 hours away

* A voucher could be issued for the return journey; ie, refunds for separate 'legs' are possible

* The return flight could be refunded as it was more than 24 hours away

24th March

* A voucher could have been issued for the entire booking at the time of my original phone call

* Refunds for separate legs are not possible, so no voucher could be issued for the return journey, despite this being more than 24 hours away

* To receive any refund, I would have had to request this prior to the outward flight.

I stressed to the second agent that his colleague had told me that the return journey COULD be refunded as a separate leg, and that she had NOT told me at any point in the conversation that this had to be requested before the outbound flight.

If she had said this, I would of course have asked her to issue the refund straight away. When I said I would phone back, she did not say that this was fine as long as I phoned before the outbound flight. The entire conversation suggested that the return flight would be treated separately from the outbound, and that the only 'cut off point' was 24 hours prior to the specific leg being refunded.

However, the second agent continued to state that refunds were not possible for specific legs, and that in order to receive any refund, I should have contacted the company to request this prior to the outbound flight.

I reiterated that I HAD contacted the company, requesting a refund for the whole booking, prior to the outbound flight, but that the information I received from the agent was as detailed above.

I requested information on the company's complaints procedure, as I believe I should receive the partial refund discussed on the 19th.

The agent said that I could complain via the app or website, but that I would not get anywhere with this complaint, as all staff would give me the same advice that he had.

However, I can see no information on either the app or website concerning a complaints procedure. The only 'help' information given is to contact customer service, which of course is what I have already done on two occasions (and received distinctly different advice from different members of staff).

I am very disappointed at the hotel it was not what it was advertised it was dated dirty and dangerous our room was terrible the balcony door didn’t lock the socket came out the wall, it was dirty I asked to change rooms they said they had nothing, and the stone steps to our room had a big chunk missing which my partner slipped and fell down and now has multiple fractures to his ribs and a bruised lung, the floors were very slippy and no wet sign to warn us. Food was cold and awful I would like some compensation as I wasn’t told either that there was building work going on next door to us it was terrible and room was thick of dust.

I had a refund voucher due to a cancelled flight. The voucher doesn't work. There is nowhere to call about this and I can't even get them to 'resend' voucher details to see if it activates the voucher as even their auto emailer seems to not work properly.

Absolutely shambolic company. It should not be difficult to make sure voucher codes work when you email them out to people.

ID [protected]..flights to Bali from France July 2020..

I can not get into my account and no one is listening.. I have spoken many times with lastminute.com client service and it's always the same speech .. they will send me an email to acces the refund form, every time I get this email with said form, it does not recognise my email address, it's the only one I have, it's the one they send me emails on and yet it's wrong.. I would like to be refunded, it's almost 2 thousand euros, no-one will give me an address or some one to talk to when I call client service center.. what do I do?

Our family had flights booked from London to Vienna on Dec 27, 2021 that we cancelled due to the national lockdown in Austria. I cancelled in advance and was promised that we could rebook the flights for April 1. I have phoned the helpline more than 50 times, and been told the flights will be rebooked. I am still waiting and its now 2 weeks until we are due to fly

Dear All,

Please can you refund the money i am owned, i was told that i was entitled to a full refund since the airline cancelled my return leg of the flight. I have been waiting for a refund for over 3 months and i have called your call centre on a number of occasions expressing my disappointment with the service provided on this matter. Each and every time i hear you are waiting on the airline which isn't good enough since i booked through you and not the airline directly.

i am also not happy with the fact that your advisor called Akli when i rang today 18/03/2022 at around 8.20am, who was rude and aggressive when i was asking when will i get a refund and he can't answer any of my questions other than i don't know. He also gave me a fake email address on how to make a complaint which is [protected]@lastminute.com

Please can you action this immediately before i report this to trading standards.

Regards

Chris

Booked a package weekend break to Stockholm. Unfortunately, due to the new omicron covid just flaring up, we requested if we could reschedule our dates from December 2021 to Sept 2022. The package we booked was also at the higher price which included full hotel cancellation refund. After numerous weeks prior to our holiday contacted lastminute requesting to change our dates. Without further explanation as to why the reply back was new dates not available. No other offers or suggestions from last-minute on dates that might be available. After contacting hotel and airline directly, both confirmed to us that our new requested dates were available. But as lastminute owned the package only they could change it. To this date, March 2022, we are still awaiting for a full refund. Lastminute waited until day of our original travel dates to keep refusing our new requested dates, this meant we were only entitled to the standard refund. Basically loosing majority of our funds for the package paid.

We are still waiting on customer care to get back to us on our complaint and request for full refund, minus admin fees!

We booked flights to Barcelona, however the flight was cancelled and the alternative one was not suitable. I requested a refund.

Over 7 weeks later, numerous phone calls, chats and contact through social media, not a single thing has been done. We were advised we would have the refund in a few days, weeks ago and still nothing. We fly in less than 3 weeks and need to book more flights.

The customer service is horrendous, I have waited on hold more than once for over 40 minutes and just been disconnected.

The last agent I spoke to advised it would be escalated to get it resolved, over 2 weeks later I have heard nothing.

I made 2 reservations through this company on 5th March for hotel stays in Ibiza. The website said FREE cancellation until April, and as I later discovered that it was cheaper to book through the hotel directly. I therefore proceeded to cancel the bookings, however I also noticed that the bookings had been debited from my account immediately, rather than pay upon arrival.

Later that day, I received 2 emails saying that my refunds were being processed. I waited and waited but nothing. I called lastminute.com on 12th March and the lady told me that they were awaiting the hotels to process the refunds & return my money. I have since called the hotels directly today (14th March) to find out what was happening. The first hotel advised that they had received the original booking & a confirmation cancellation notification, but that they had never received any money from lastminute.com in relation to this, and therefore are unable to assist. The second hotel tell me that they have never received any booking from lastminute.com, no money or in anything in my name.

I called lastminute.com again and explained that the problem was with them and that they still have my money, which I want refunded as it is nothing to do with the hotels. They deny this and say they will look into the matter and someone will contact me ?!

Now I have lost the reservations and have no money to make any new bookings until the money has been returned to my account!

I would like to change my flights as there is an error on the original booking.

It was booked for the 20th March to Depart from Buenos Aires but when I 4eceived confirmation it shows that my flight departs from London which is my destination.

I have tried to contact customer services by telephone, by email, by phone app and by logging into my account online and all o get is an automated response.

The time I got through on the phone I was told I had to wait for 4 days for a reply. It's been 7 days now and I am still waiting for a response.

My booking reference number is [protected]

My WhatsApp contact number is +[protected].

It was a flexible fare.

Please help to rebook as soon as possible

I booked some flights to go abroad on 26 December 2020. Unfortunately the flights were cancelled when a national lockdown was announced on 19 December.

I received an email advising that I could receive a voucher or a refund. When we finally received full details we were told that the refund was less £105, so we chose to take the voucher.

Over the last month I have tried to rebook some flights and pay with the voucher via lastminute.com, but every time the booking is cancelled and the money returned to the voucher.

I have contacted lastminute.com many times via phone, live chat, email, complaints email, but no result. Many times the staff say someone will call me back, but they don't. I received one call, but there was no-one on the other end of the line :-(

The voucher is due to expire tomorrow ( 7 March). I have spoken with Elva today at 12.09. I asked if she would extend the date on the voucher. She said that she would arrange for that to happen, but I've not heard anything yet.

I have tried to book again this afternoon, but again the booking goes through and is then cancelled.

My wife and I received the following information from lastminute.com on 11 December 2021:

Hi Ian, Booking ID: [protected]

Your London - Vienna flight, departing 10 December 2021, has been cancelled for all passengers in your original booking. As we are acting as an agent, we are unable to provide a refund until it has been accepted and processed by the airline, which could take up to 2 months to complete.

After numerous calls and emails all unanswered to lastminute.com we are getting nowhere! I also contacted Austrian Airlines who have informed us it is done to lastminute.com to arrange a refund as they were the booking agents.

I have booked the flight in lastminute.com website with my family to travel from London Heathrow to Bangalore on Dec 10 2021. My daughter has got covid and we are not able to travel on dec 10th. I have asked lastminute.com to cancel my ticket and get the refund Dec 6th by providing PCR test results.

They have agreed to do that and will get a refund from airlines. But still the refund is in progress and no reply from them.

Booking Reference [protected]

Last year we made a booking for some flights to American , flying with Lufthansa.

Last week we decided to login to the Lufthansa website to see our flights had been changed with NO correspondence at all!

Since this we have been trying to call Last Minute.com to resolve the matter with zero success. No one ever answers the phone , this has been going on for days now!

We desperately need to discuss this with a member if staff ASAP.

Contact Form - Cancellation PNR/TKT Nr: E-Ticket [protected]

Email received form lastminute.com 11/12/21:

Hi Ian, Booking ID: [protected]

Your London - Vienna flight, departing 10 December 2021, has been cancelled for all passengers in your original booking.

As we are acting as an agent, we are unable to provide a refund until it has been accepted and processed by the airline, which could take up to 2 months to complete.

Once we have received the payment from the airline, we will send you an email detailing the refund options available to you.

I have still not received my refund, but it is showing as pending when I check my account area.

Can you please look into this matter as lastminut.com are not replying to any of my emails.

Thank you

I booked flights to New York with Lastminute.com flying with Jet Blue. Due to Covid restrictions, we could not enter the USA so had to cancel the flights. That was back in October and I still have not received a refund or indeed any contact from them. Their website shows that they are waiting a response from JetBlue, but they must have had a response by now. Booking reference [protected]

How long does it take to exchange an email. I'm not expecting to have the flight costs refunded due to the terms of the tickets, but I am entitled to the taxes and landing fees refunded as I never flew which is most of the cost. (£900 of the £1,300 total paid)

Don't even think about touching this company with a pole- scammers of the worst kind.

I booked a hotel through them, but they did not pay on time. Because of that, I had to wait hours to check in. Then they asked me to pay cash out of my pocket and said they will refund me. Guess what they sent me later via email? A voucher for the cash I paid at the hotel.

Now it has been almost half a year, and I have called these scammers 12 times! Every time they say that it will be done with priority and the case has been escalated to the management. But I never got my refund.

The amount of time these frauds have wasted and the harassments they have caused is worth more than any amount of money. Avoid these pure scumbags and scammers at any cost

Update 09/02/22: After promising me for 7 months that they will refund 'next week,' they have now finally confirmed that they were lying throughout and will not be refunding.