LastMinute.com
reviews and complaints

I have tried to change my booking numerous occasions because of current covid regulations. I am now being told I have lost my flight and the money because YOU couldn't change it to suit me?

Whenever I get through to your advisors you can offer me 0 help and just apologise. How is this any good to me? How is this fair?

Booking reference: [protected]

hi, i have a flight booking [protected] and the outbound was canceled almost 4 weeks ago, i was on the phone about couple of times and asked for a refund which is still not done .My booking doesnt apear anymore on my lastminute account so i can check the progress, also when i ring you its a automatic answer saying that my flight was canceled and i will get a refund in the next 5-10 days. Can you please let me know what is going on with my booking and refund . Thank you

I booked a holiday for 4 to Spain that was advertised to have a free cancellation option. I exercised my cancellation option before the deadline and needed to call them to confirm. They have issued a refund with a 25% deduction with no explanation as to what I have been charged for and why they deducted the money. I tried to call them again and due to them identifying my booking ID and phone number, they have effectively blocked me out from being able to speak to anyone.

I booked and asked for a refund due to Covid my flights were cancelled in their website it says they refunded me but I never received any refund. I can't get hold of them on phone or mail. No response. Booking number [protected] my cell no +[protected]
E mail: [protected]@vodamail.co.za
Alvina Eva Simpson
On numerous attempts to contact them it fails as they Don't respond to calls or mails I lodged. I'm really not sure how I can get my money back. This booking was for 5 people leaving from Abu Dhabi 23 March 2020 return was supposed to be 26 March.

Hello,

I am writing to make a complaint as we still haven't received our refund when we cancelled our flight in March due to Covid restrictions through Lastminute.com

Everytime I call them they tell me they are waiting for the airline but this has been almost 6months

The booking reference is [protected]
under Ernest Addae
Main passenger Sally Addae
email address is [protected]@hotmail.com
Can you please look into this for me
Amount - £2500

Kind Regards
Sally Addae

Booking ref [protected]

Return flight times were changed making it too late as I had work early next day so I was given option to cancel which I did.

This was August 2020, I have mailed several times asking for my refund, when I log into their website it says 'sorry for the delay on my refund', they have had my money for a year and I want it back, I worked hard for it and I really angry. They have ignored every mail I sent.

I have attached a screen shot showing my changed flight time.

I booked my flights with lastminute.com and also purchased the insurance incase covid restricted us from flying. Unfortunately we are unable to go to Portugal due to covid restrictions, so I then tried to cancel the flights or at least get a credit note. I have been told I can do neither. I called and was the person was not able to help me with anything, I was not able to speak to a manager or supervisor. Im shocked at the level of customer service and was told to deal with the airline myself. I need someone to call me and explain why the insurance I bought is worth the paper its written on.
[protected]

Helen Porter-Sparks
[protected]@hotmail.com
[protected]

I felt the helpline number provided was very useless. I was trying to modify my flight booking/ Cancel however the customer service officer ( Denis Selecta) was very unhelpful. He was unable to modify to cancel the flight giving me conclusive replay. I explained the reason to contact last minutes was because I applied for the change online but my request is pending and I am unable to make any further cancellation. He kept repeating that he is not allowed to give me any information about the charges and cost. I did explain that I require to know so that i can make the necessary arrangement.

I appreciate if you could escalate my matter
Booking ID [protected]

Awin Fatah
Email :[protected]@gmail.com

This complaint is regarding booking ID 1751646337. This direct virgin flight was bought for £1196.49 with return leg being economy premier via lastminute.com. I had an email from Lastminute on 12 June saying Virgin flight return leg is cancelled, do you want refund and I clicked yes. On the same day hours later I had email from Virgin saying alternate flight has been arranged a day later from London instead of Manchester. The email said I don't have to do anything if I am happy with this. I still called Lastminute on 12 june (same day) and informed them that Virgin have contacted me and offered alternate return leg from london instead of manchester on the following day. I talked to their guy and said I am happy to keep this offer. HE reassured me that he would withdraw the refund request. The return flight was on 5 July and on 2 July I had email from Lastminute that refund is being processed. By then I had paid for PCR swab and a hotel for london travel. I called them and after speaking to various guys for hours, initially although they apologised, later on they blamed me saying as I clicked on refund it is my fault and hence that is what they have done. I told them that I had already called them on the same day explaining after virgin offer that I wish to keep the offer and was reassured that refund request would be withdrawn so that we can keep alternate return offer.
in short, flight was missed. on the phone the guys also told me that I would get £500 refund but the email I had last week only offered just over £300.
This is appalling service by them. I did all I could and they didn't do anything right. They made us suffer financial loss, mental trauma and made a mess of all our arrangements.
Finally instead of apology they slap £300 on to my face. How is £300 for £1200 ticket a suitable refund when return leg was more expensive and flight was missed due to their incompetence. My email ID is [protected]@gmail.com

Hi
I booked my tickets to Osaka from London on the 22nd of February 2021.A week and a half ago I decide to log into your site to confirm my flight and discovered you had cancelled the flight and not informed me.I called and spoke to 4 different agents, One (Emiliana) of whom were very unhelpful and rude.The first agent mentioned that the flight had been cancelled in May which was shocking and surprising to me considering I had not received any communiction from you which is very poor customer service.I called you customer service agent, explained to the first 2 agents that the best outcome for me would be a flight to Osaka.The initial agent advised that he will put in a request and get back to me, 2 days later I had not heard from Lastminute.com .I took it upon myself to call again as my trip was getting closer with no flight for myself. When i checked on the website lastminute.com was still advertising for tickets to Osaka.
The 2nd agent told me the exact same thing as the first and I explained to him that 2 days had elapsed without communication and that I could not afford not to travel to Osaka as I had business meetings to attend .He said he will put in a request for a ticket and get back to me via email.I was adamant that the communication level was unacceptable, to which he responded by taking my telephone number and promised to call me back with the result.
On the 3rd of July which is 9 days to my trip, I received a text message directing me to my email.I was shocked to find an email informing me that the trip had been cancelled and again no call was received despite you agent taking my telephone number for that purpose.At that point and for the 3rd time I called and spoke to Emeliana who I informed that the company has kept my money since February without communication about my ticket, to which she rudely responded that the money was not paid to lastminute.com but to Lufthansa.I explained that I paid the full amount to Lastminute and do not want to be caught in between their company relationship with the airline.She was very rude, unhelpful and kept repeating the same information to me without listening to my explanation about wanting to get a new flight to Osaka.At that point I did not want a refund as explained to Emeliana, I requested to be put on a new flight to Osaka which you were still advertising on your website.Once gain the level of unprofessionalism and poor customer service was clearly displayed.
I phoned a fourth time and spoke on the same day and spoke to Aurela who was very empathetic and understanding to my situation.By this time I was so disappointed by the level of poor customer service I had received and just wanted to get my refund to book a new ticket with a different provider.The last straw that broke the camel's back came was Aurela informed me that she does not know when the funds will be refunded back and how it will be refunded back.
The level of unprofessional behaviour and inconvenience displayed by your company is wrong and unacceptable.I have been left out of pocket as I have had to book a new flight which different travel dates meaning I will miss my business meeting.I have incurred extra costs on the new flight due to the ticked being booked very close to the travel date.
This is what your website states :-
"Should this happen, we will offer you an alternative means of transport at no additional cost to you. After we've found you a new flight, we'll send you all the details via email. If it's urgent, we may call you. You can alternatively request a full refund."
The company's actions is not reflected and is contrary to this words displayed on the website.
Lastminute.com has left me out of pocket and with a bad taste n my mouth for the mis-treatment they have displayed.I do not have my money back yet .I expect this to be dealt with as my disappointed is beyond expression.

Kind regards

Evans

On writing this email I had contacted last minute by phone yesterday 17th July 2021 and spoke to Nifi who said that he will put in a refund request which surprised me as I thought this was already done as per complaint above.
My complaint email above was not acknowledged and there has been no response to date, not even an automated message to confirm or acknowledge receipt.The agent on the phone Nifi advised I complain via email to which I responded that this had already been done but he couldn't help further.I have not received an email about my refund to date on communication to that effect.

Evans

Email [protected]@yahoo.com

Booking ID: [protected]
I booked and paid for this hotel 26th Feb for 3 adults in a tripple room. On arrival we were advised by the hotel owner that our booking had been cancelled. Last minute.com had not informed me of this and had not arranged a refund. The only alternative accommodation was The Royal & Fortescue Hotel and we had to pay for a double and a single room at a further cost of £230
Please arrange a refund for my original booking and for the extra costs incurred
I have already completed 2 online complaint forms, spoken to a customer representative and written to you but have had no response

I booked on the 9th July 2021 sent an email on the 10th July to cancel phoned on the 12th was told it was all cancelled and I wouldn't be charged then on the 13th £396.16 gets taken from my bank without me knowing and now last minute are saying there is nothing they can do about it I want my money refunded I have been on the phone back and forward all day today 15th July with no luck how do I go about getting a refund

I order my ticket and minutes later revived all my details via email.
For some reason my last name had a D instead of S at the end. I tried to change this information on my edit profile section (less than 3 min after buying my ticket)
It wouldn't let me and said request in progress.
I had to ring three times over days, to ask why my name wasn't change. Not once was a extra cost mentioned, and then finally had an email to say it would cost £35 to change my details.
£35 to change D to S in my surname.
I could have done this myself online.
How do you justify £35 to change one letter?

Not sure how you think this is good customer service and I am very disappointed. I will never use your service again. I will also tell all my friends not to use your service.

Request for Full Refund of Flight London to Cancun #Booking Reference :[protected]
I booked a flexible ticket on the 08/07/2021 @1918 from London - Cancun due to fly on the 29/07/2021 till 2/08/2021. This flight was supposed to go through the USA. Upon further investigation, I realized Britizens are currently not allowed to transit in the USA. I cancelled the flight on 09/07/2021 and received an email stating that i would receive a refund ASAP. On the 10/07/2021, I received an email that i would be refunded £426.12, yet I paid £751.13 a loss of £325.01. The onus is to inform the customer. If there are any stipulations that might affect their travel.
I understand the airline industry is being hit hard right now due to the pandemic sweeping the globe, and that these requests may not fall into your standard policies. However, I am hopeful that something can be worked out, as I'm sure many customers are experiencing the same type of difficulty travelling as I am. It would be challenging to lose this money, and I hope we can reach an adequate resolution.
Please contact me as soon as possible to finalize the refund. l would appreciate a prompt response, but if I don't hear from you shortly, I will follow up.

Afternoon,

I made a booking 15.07.2019 ref [protected].

Understandably due to covid restrictions this booking was cancelled.

I have requested a cash refund however they have still issued a flight voucher for which i have said on numerous occasions I do not want.

I have chased again today - 8th July 2021 14.41 GMT - to be told a cash refund will be issued once they get the money back from the airline but cannot say how long this will be.

I have never ever gone with the option of a flight voucher and feel like they are trying everything to keep my money.

I spoke to a guy call Edison who was rude in my opinion.

My return flight from Gold Coast (Australia) to Madrid (Spain) got cancelled on the 2nd of June 2020 and haven't received a refund.
It has also been very hard or lately impossible to contact them and I'm just afraid I might not even get anything from them.

Not only this, last year I managed to contact them to process the refund but firstly they said they already did it and send me the money which wasn't true.
Lying is awful.
Then they asked me to send them a bank statement to prove it. I did it several times before and also later while we were on the phone and they said they didn't receive anything.
After that, I couldn't talk to them anymore.
I'd just like to know if I'm going to be able to get anything, do anything or at least hear from them.

At this point I just don't know what to do anymore.

Thanks for your time

My husband booked a holiday to croatia last year which due to covid 19 was cancelled and given vouchers. Unfortunately my husband has recently passed away and the vouchers are of no use and actually expire on the 09/18/21 the value is only for £247.09.
Due to the circumstances I would appreciate the money value but trying to contact them is not at all possible to explain my situation.
I feel totally robbed by them.
The voucher code is [protected]

Absolutely disgusting behaviour by last minute, they changed my flights forward by 3 hrs and didn't tell me when I got to the airport I had missed my flight and had to drive 600 miles to Edinburg, now I can't get through to them via phone and I'm just left on hold for hours, don't even know if I'm going to get a refund !

NEVER USE THIS COMPANY !

I have booked a flight for me and my family ( 4 people in total) in January 2020 with Aegean, using lastminute.com. The flight has been cancelled 9 days before departure. I was told that there will be no option to change the ticket but to purchase another flight and wait for the refund.

A year and a half later I get an email that the refund has been completed ( see below).

According to the law I should be getting compensation of 110GBP per passenger, for cancellation made between 7-14 days before departure but the amazing thing is the refund of 5.12 GBP when I have paid 415.45 GBP 18 months earlier!

Last minute claims that Aegean refunded them only 60GBP and they have deducted their handling fees hence the refund for 5.12 GBP.

I have called and emailed several times during the last year. No luck so far

I booked a hotel and flights for Amsterdam next year, but when I checked out and received my package information, there were no flights included. I've rang to add flights but they stated this isn't possible. Therefore I requested a credit note so I could re-book with the same hotel, but just add flights to my package. They said no but didn't say why - even though it isn't my fault the flights weren't added to my deal. I've contacted the hotel about cancelling and re-booking and they said it's fine on their behalf, but because I booked through last minute.com, it would be up to them to cancel and let you re-book with a credit note. The fact their website crashed and didn't provide me with my correct holiday package isn't my fault.