LastMinute.com

I recently made a booking on LM website and thought I had until next September to cancel it for free. On the same evening I then placed a booking for two passengers that were on the initial first booking. I then thought I could cancel the booking made in error the next day. LM told me the flight was non cancellable/ I went back on the website to have a look and found that the cancellation policy is hidden. I was able to confirm my booking without any information being clearly stated about the flights being non cancellable. I felt that had this information been transparent and not hidden I would have seen that the flights were non cancellable and I wouldn't have made the second booking for two of the same passengers. The reason I made a second booking was because I had meant to book half board rather than b&b and wanted to add the airport shuttle on. This time I chose a non-cancellable rate happy with my booking choice. I tried to explain the mistake I made and I was told the flights are non cancellable. I went back onto the site again to find that IF you go to the left of the screen and hover over a really faint (i) a pop up box appears to say the flights are non refundable. This ONLY popped up if you go to the that area on the left. I was able to confirm my booking without any pop ups which is why I was completely unaware the flights were non refundable.

There is a green timer on the right hand side of the screen, putting unnecessary pressure on the booker. The cancellation policy is in a faded font, half the size of the rest of the page and you have to click a link to get to the them. It isn't transparent at all and easily missed as I had when placing my booking. I had to ask my credit card company to increase my credit limit to then pay for two lots of bookings to the same hotel on the same dates to the same hotel. I have been able to cancel the accommodation with them for the additional booking. I have asked if I can change the flights to another destination and have been told no and that it has to be the same destination. I then asked if I can change the date and they have said I need to use the flights by the start of October next year. This isn't fair as I am already going to that destination in September. They can see it's an incorrect booking done in error and I cannot afford to just throw away £1500 which is what they are charging me for the 3 return flights to Ibiza.I thinks it's really not on that they want me to pay almost £2000 for me and my friend and then another £1526 for 3 empty seats on a plane. I put it down to me having peri-menopause in making a mistake when booking but after checking the LM website again it is very obvious that things are hidden on the site when booking. It is very misleading and the flight non cancellable conditions need to be clear and not just a pop up that only appears if you go to one side of the page.

Hello,

Firstly since we have checked in we have been unable to contact our host despite calling her a number of times. We contacted reception on the day we checked in and were told they cannot do anything as it is a private property and to contact our host. We called Maria 3 times this day and she did not pick.

Additionally, although stated, the wifi at the property doesn't work.

The apartment was very dusty and unclean. The bedding especially was dusty and not hygienic. The shower was blocked and dirty too- not suitable to use. There was also moths and other insects flying around. I also suffer from a severe lung condition (PCD) which means the dust had a impact on my breathing.

However, despite all this we still stayed and had no response. Last night, when we returned from being out, there were cockroaches in the property which was completely a shock and terrifying too. There was also cockroach shells on the bedding.

We did not sleep last night and contacted reception a few times who said they cannot do anything and cannot help as the property is private. We asked for an alternative property and again they said they can not do anything. We again tried to contact the host Maria but had no response. This is when i contacted lastminute.com to help and they only authorised for 1 night in another hotel while they look into this.

This has been a very stressful and exhausting situation for us. We did not complete our stay and stayed at an alternative hotel for the remainder of our visit.

Losses incurred-

- Hotel booked for tonight with your approval. 120 euros

- We had a jeep excursion booked today which we could not attend as we had no sleep at all and couldnt go- £105

- Taxi cost to new hotel- 25 euros.

- New hotel cost for remaining nights £105 per night until we check out.

Please look into this urgently and support with a refund/compensation as the property should not even be available to travellers. We have cancelled our plans due to moving hotels and has really messed up our holiday. We have also needed to pay extra for another hotel for the rest of our stay.

Dear Team,

My flight booking ID is [protected]. I took the premium service package policy so that I can cancel my flight anytime. I tried to reach through the mentioned contact number in the policy (+44 [protected]), but they are not recognizing my booking ID. I received this email from them that you did not share the details of my travel with them so I am not insured and won't get a refund. I am highly disappointed and would like to take action against you.

I humbly request you to allow me to cancel the flight and refund my money. Otherwise I will reach a lawyer and file the case against your company.

Thanks and regards

Bhawana

I booked online this morning for a return Loganair flight from Southampton to Edinburgh from 27 to 30 November 2023 and a three night stay at Voco Hotel Haymarket. I did not receive an email confirmation so checked my account online with does not recognise my email address and tells me my booking (reference [protected]) was booked using [protected]@yahoo.co

Obviously this is not a valid email address and in spite of numerous attempts to email them and use their dreadful support assistant, all I receive are automated replies telling me that I am not using the email address with which the booking was made. Catch 22!

I really need to talk to a human being but any phone number I have managed to find for them is invalid. I have paid a deposit of £462,56 so am anxious to sort this out as soon as poosible.

Hi there!

I am writing to you to tell you that your service is awful! There was NO hotel resevation.When I have arrived to Larnaca Flamingo hotel 25 of September with other 2 friends ,there were no booking for us. We needed to find accomodation in the middle of the night in busy Larnaca resort and next few days were moving from one hotel to another. You not only make this holidays hell for us, i have been forced to pay again a lump sum of money from my account. I am waiting for explanation from you and who is responsible for this disaster.

Natalia Featonby

Hi! I booked a 3 day trip for myself and a friend, (Booking ref:[protected]) from the 7-10th October 2023. We both have disabilities around mobility, so when I booked the trip, I repeatedly asked the Agent to make sure the room was an Accessible one.

When we arrived we were sent to the 4th floor, twin room, and found a walk in shower but no handrails in the bathroom at all, and no raised toilet seat. We were shown by reception the communication from Lastminute.com with no request for an accessible room. The Royal Yacht Club offered to move us next day to an accessible room across the hallway. Told us to pack and be ready by 12.30pm the next day to move.

Next day we packed, ready to move by 12.30pm, as they had told us. A concierge came up and helped move our bags to the double room with accessible bathroom. The bathroom had a raised toilet seat with handrails. There was no walk in shower, but a bath with no handrails. Neither of us would have been able to scale the side of the bath. This was not an accessible room so after explaining this to the manager on the phone, we were offered our old room back. There was no other option available for us during our stay. To top things off we had no hot water due to a gas issue on the whole island, so this was an additional factor which spoiled our trip.

We were not impressed by the Agent's assurance of the accessible room. He even told me to hold whilst he made the relevant checks we could have an accessible room. This kind of action is not acceptable. It's vulnerable people you are dealing with who are just trying to have a nice break somewhere. People who don't get out much and after the trials of flying and getting form one place to another with minimal addition to their physical pain, want to relax safely in their accommodation. So yeah, I am upset not only for myself, but for my friend too! We certainly were in need of the handrails.

I await your response as how we can move forward on this matter, and if you have any further queries please do not hesitate in contacting me on [protected]@hotmail.com

Best regards,

Anne Pusey

I went onto book flights today, I'm still waiting for them to be confirmed! Just at the last minute, after selecting I don't want to upgrade to free cancellation etc it flagged up on the page and I pressed ok, not realising that this had been added to my booking. I don't want the extra charge of £57 for this service, I already have full holiday cover in place.

I have tried to phone but have been directed to chat only, I can't chat as my booking isn't confirmed yet. This is causing me stress that I could be doing without right now.

Hi,

I am writing complaint regarding my return flight booked with Lastminute.com. The flight is scheduled for this year in December, I requested a change from lastminute of my return from Rome to Dublin change to Berlin to Dublin on 3rd January. Airline Aerlingus could make this change but request should come from Lastminute agency but lastminute failed to call Aerlingus and failed to provide any proper support which is only available via chat.

I called Aerlingus to cancel the return flight which is on 28th December from Rome to Dublin. They have cancelled and confirmed this but Lastminute is not issuing any refund even thought flight is cancelled 2 months before the actual date.

Regards

Sharan

I booked a holiday through lastminute.com at 3 a.m in the morning with the expected departure time being 17:10pm to Turkey. What intended to be a birthday surprise for my partner ended up being one of the worst days of my life. Unfortunately I spelt my partners name wrong on the e-ticket. I thought all I had to do was amend my ticket, but this ended up being one of the most difficult tasks to do. I firstly tried to contact lastminute.com and was directed to the website where I was told to contact the airline. (Turkish airlines). After contacting the airline, I was directed to contact lastminute.com. I even tried to cancel the tickets so I could try to re-book them. I have screen shots of all the advice I have received from both parties giving me the wrong information. I have now lost out on my flight and hotel. My partner is also distressed as she thought she was going away and now is stuck at home. Please look into this claim, as I feel like I have thrown £800.00 down the toilet.

Kind regards,

Mr Kieran Ojo

Booking ID [protected]

I did a date change request three days before the departure and got a new schedule emailed. I confirmed the total cost of change but no more information was communicated or refunded or taken off my card. The dates of travel has passed and i urgently need to rebook for October.

PLEASE ASSIST AS I CAN NOT CHANGE IT ON THE APP OR ON MY CUSTOMER ACCOUNT AREA.

[protected]@starcargo.co.za

Booking is for Emma Mellors

I am writing to bring to your attention an issue I encountered during a recent holiday for which I am seeking your guidance, support, and compensation. Specifically, I would like to address a discrepancy related to a product/service I booked through your platform.

I had purchased a comprehensive holiday package through lastminute.com, which included both flights and accommodation, for a trip scheduled from August 21st to August 24th.

While my stay at the hotel over the course of three nights proceeded without any issues, I experienced an unexpected problem related to my return flight. I am reaching out to you in hopes of obtaining assistance in resolving this matter and seeking compensation for the inconvenience faced.

The return flight was originally scheduled for Thursday, August 24th, at 00:05. My understanding was that this departure time was intended to align with the conclusion of my third night at the hotel. This arrangement would have allowed me to comfortably check out in the morning and travel to the airport later in the day. Regrettably, I later discovered that the flight was actually set to depart during the night of my third hotel stay.

This timing discrepancy resulted in a chain of events that led to my missing the scheduled flight. As a result, I was compelled to purchase an alternative flight on the spot at the airport. This unforeseen turn of events not only extended the duration of my travel but also subjected me to a full day without sleep due to the prolonged travel ordeal.

In light of these circumstances, I am kindly requesting guidance on how to initiate a claim to seek coverage and compensation for the additional expenses incurred due to this situation. Moreover, I am seeking compensation for the time lost and the sleep disruption caused by this incident.

I am thankful for your prompt attention to this matter and anticipate your guidance on how to proceed with the claim process. Your assistance in addressing this issue is of great importance to me.

As the lead passenger Andrew Elliott Gordon 60 Trowbridge Road Bradford on Avon BA151EN I booked a flight to Toronto Canada departing on 30th October and returning on 9th November with one stop over at Iceland with Last Minute.com the booking included my wife Tetyana Shchedryna. Payment of 577.13 pounds was taken from Halifax Credit Card in 15 July 2023. No confirmation of the flight/tickets been received and no refund has been received on my credit card account statement. I have reported this anomaly to my Credit card provider who will be taking the appropriate action within the legal time frame. Why did you take the payment and not provide confirmation/tickets?

Hi

I have been issued with a credit note no. 23NPKOA-036276 to the value of £544.95 on the 19/6/23 for a holiday booking ref LYXEY4, leaving Southampton

on 4/6/23 (This holiday was cancelled due to the death of my wife)Hotel booking ref [protected]

Try as I may, I can not get through to last minute.com as their system will not recognize me in order that I can arrange the refund. I have sent them a letter but this has been ignored.

All I want is the funds to be sent to my account;-

Halifax

sort 11 06 97

Account [protected]

Chris Nicholls. 415 Winchester Road, Southampton. SO16 7DE

Be very careful and avoid the portal lastminute.com because they use a very dirty way of doing business. When searching for the best flight price on the Skyscanner portal, the best flight price and conditions were found on the lastminute.com portal. I selected the link and started the process of paying for the plane ticket, but after entering the credit card information and confirming the payment, the moment I pressed the "confirm" button, the price increased by 20%. Of course, the transaction authorization process cannot be stopped and the transaction is approved. I immediately called my card company and asked to cancel the transaction, but unfortunately, it was not possible. After that, I called lastminute.com's customer service and got the answer that I can get a refund minus the transaction cancellation fee or a voucher for the same amount, valid for one year.

Of course it didn't suit me, I was certainly financially damaged.

In this case, the financial loss is not the most important thing, it is an ugly way of doing business and fraud by the portal lastminute.com, changing the price of the product at the moment of confirming the transaction, when nothing can be done to stop it.

Please avoid the portal lastminute.com, because their way of doing business is ugly, unethical and absolutely unacceptable.

I note that I have been buying plane tickets this way regularly, several times a year, for more than 5 years, and I have never felt cheated in such a perfidious way.

Good Afternoon,

Ref No [protected]

Flight PNR A0HGYA

Dublin to Southampton Monday 31st July flying with Eastern Airways

Can you please provide information regarding this flight as I was not informed that Eastern Airways were no longer flying from Dublin to Southampton.

Can you please advise how best to go about requesting reimbursement for the cost of this flight.

Many thanks,

Mrs M Press

I purchased a trip to Fuerteventura (flight and hotel) through Booking.com who then passed it on to Lastminute.com

Had I known this in advance I would not have booked it - one only has to read the Lastminute.com reviews on Truspilot to see why.

My flight is 29th July 2023

On 26th July, Lastminute.com emailed me stating:

"It's almost time for your trip to Fuerteventura. Our Check-in NoProblem service is included in your booking: as soon as the airline opens the online check-in for your flight, your boarding pass will come through to [protected]@gmail.com, and will also be available in your account area."

As part of the package, then, they had promised hassle free check-in, a paid for service.

On 28th July, so just a day before my flight was due to depart, I received the following email from them:

"We regret to inform you that we could not complete check-in for your London Stansted to Fuerteventura flight, departing on 29 July 2023, due to a technical issue.

We've issued a full refund for Check-in NoProblem using the same payment method you used to book. We recommend you check in online manually, as the airline may charge extra for checking in at the airport."

So, although offering a refund for the "service" they did not provide, I was required to go through a very complicated, time-consuming and stressful process just to try and verify that I had a booking with the airline (Ryanair)

Even worse, as part of that process, the airline stated: "This booking was made through a third party travel agent who has no commercial relationship with Ryanair to see our flights"

This was never communicated to me BEFORE sale of the product to me.

Had it been so communicated, I would never have opted for such an arrangement.

In addition, this seems to be wholly at odds with a promise to manage check in on my behalf

In the end, I had to pay an extra £30 just to book two seats on the plane for me and my partner.

Because of the delay in informing me of the issue, my partner and I are not even able to sit together on the four-hour flight

This is totally unacceptable commercial behaviour

To whom it may concern,

I made flight booking from VIE to DPS via lastminute.com. My departure time was 28May23, and arrived back on 11Jun23.

On 26May, I received a flight change notification from Batik Air related to the flight from DPS to KUL for the return filght (leaving on 10Jun2023).

With the new flight departure received, the transit time was only 50 minutes in Kuala Lumpur, that compromised the continuity of my travel back to VIE.

After several attempts of contacting both Batikair and lastminute.com (via email, chat and even personally in DPS airport), I haven't received any solution, so I had to purchase another airplane ticket for the affected part of my back journey. At the same time, I submitted a refund request to BatikAir, based on their email instructions, however, I did not receive any solution so far. At first BatikAir sent me complaint that they are not able to idetify the flight. Later, I received instruction to contact the travel agency to submit a Refund Application Authority (RAA) form to the flight agency, but this step was declined by lastminute.com via chat member, and I cannot reach any team member via email, as they are not replying to my emails, only automatic notifications are sent by them.

Please provide solution to my issue asap.

Regards,

Tekla Sudi

I booked a hotel on the 15/07/2023

This was cancelled on the 17/07/2023. However, Instead of getting my money refunded into my account, a message came up saying I would get a voucher.

This was not my choice.

I immediately contacted LastMinute.com who informed me that the money would be transferred to me.

I am still waiting for my payment.

I cannot accept a voucher, as the payment was for several people.

Please can this be looked into as a matter of urgency