LastMinute.com
reviews and complaints

Hi. I Booked this flight on the 2nd/04/21. From Belfast to E/midlands 12th/08/21. Ret; 16/08/21. I was Informed by E/mail on the 27th/08 /21 that the flight was cancelled for all passengers. Have tried without success numerous phone numbers and E/mails. This is very distressing as the Hotel and cricket tickets have already been Booked. I am 80 and my wife is 76. We don't need this extra stress. All we want is a refund on flights to enable us to book somewhere else. Please help us as we cannot afford to loose this amount of money. P.S. If documents are required I would need help from a family member to attach them.
Many Thanks Tom & Jenny Graham.

Regarding booking [protected]

We are unhappy with the refund offered. LastMinute are taking over £500 of our money for a holiday we haven't taken. When we booked the holiday we paid for insurance and it stated on the web page the insurance covered Covid 19. We are unable to travel to Portugal, which was changed to an Amber listed country after we booked. The government state you should not go on holiday to Amber listed countries. We are unable to fulfil the self isolation requirements due to work in the NHS.

I cancelled a room at The Cavendish Hotel, Eastbourne UK and booked a better room, same hotel the next day. Within this time lastminute.com business firm BravoNext SA in Switzerland had deducted the price for both rooms from my MasterCard without my permission.
No way can you get through to either firms by phone and I've been given a TravelCredit for £762 to use in the next 9 mths. At the age of 80 I find this very difficult to be able to be certain if I'm well enough to travel in the coming nine months, plus all the hassle and uncertainty. It is Booking.com that book the rooms, seems this is a partner firm yet they have no booking reference ID or know anything about it. I've spoken to the hotel and had this confirmed by them that it is Booking.com who the rooms are booked through!
I've tried many ways to get in contact with someone who can give me help to get the refund payed back into my account, hoping this can help. Yours sincerely Mavene Kullerud

We were given a refund voucher for the cancelled flight in June 2020 and it has expired for 20 days as of now and they refuse to extend its validity or return us a cash! They do not suggest any solution gust repeat themselves "there is nothing we can do with the expired voucher". I am not going to just give them the money I paid for (700 euro!) for getting zero service and product!

ive booked flights to alicante only to be told the following day in an email they're not confirmed and they'll refund me. called to find out why, told price may have increased or flights not available anymore. log on, to book exact same flight for exact same price. same happens next day, not confirmed and refunding me? called to find out why - same reason. they're like robots repeating the same info over and over again. no one can actually tell me why the flights won't confirm?

I made a booking at a hotel in bournemouth for the 26th and 27th June 2021. This was confirmed and payment taken on 20th June 2021.
At 08.46 21st June 2021 I received an email from lastminute.com stating my booking had been cancelled due to an undeniable and recognisable pricing mistake. I called lastminute.com that afternoon about 4pm to ask why this has happened they said that the hotel would not confirm the booking and a full refund would be made to me. The following morning I checked the status of my booking on line and it stated a confirmation number, I then called the hotel to see if they had cancelled my booking and they stated that lastminute.com had made the cancellation. I then called lastminute.com who told me that I had requested a full refund by phone the previous day at 4pm! They made no attempt to rectify my booking which I did not want cancelled and stated they could do nothing and I would get a full refund. It was clearly a pricing error on their website that they had made yet I have now lost my booking for 4 days time and an unable to find any accommodation in the same area for a price I can afford. I think it is disgusting that they can treat people like this. I have spoken to 4 customer service representatives who have refused to help me resolve this matter.

We have not had any response to our request for reimbursement for Booking id [protected] London Heathrow then Stop over in Dulles Washington DC then we should have continued on to Cancun Mexico and then holidayed for 14 days.We got turned away before even reaching checking in by US Immigration officers we where told by them that we could not enter the US as a transit stop over...We where never told this by you @ Last Minute.com...You sold us a package not fit for purpose, We traveled 4hrs each way from Torquay overnighted in a Heathrow hotel Heathrow transfers and Mexico Transfers etc etc We want a FULL REFUND.We did nothing wrong the holiday should not have been advertised with a stop over if it was a direct flight we we would now be on a beach in Mexico...While we where trying to get out heads around this in the coffee shop we met 8 young lads who also had been mis sold the same thing they too where unable to fly.
Resolver Ref: RES9655438
Company: Lastminute.com
Service: Travel agents
Issue: See above)
Date raised: 7 June 2021 at 10:10PM
Followed up 15/06 /2021
Please acknowledge this email and request for reimbursement of monies paid out .

I booked a flight [protected] and paid for Service Package 14/06/2021
Tried to change the date of travel on the 15/06/2021 - told could not do I would have to get the app
Downloaded the app
Referred to airline
Airline referred me to the booking agent
I had to book another flight
Today I managed to cancel the flight 16/06/2021
Told no refund
Dreadful Service

Hello
I am now writing to yourselves after trying 2 resolver emails and an email to your CEO, plus 2 phone calls to a very rude and unhelpful customer services team. Before I go into detail regarding our complaint I need to make you aware that I have taken this complaint over from my daughter Stephanie Collins after she was constantly "fobbed off" by your customer support team. I am however, one of the 3 passengers booked onto the cancelled flight. My daughter booked the flights last October on her debit card her email address is [protected]@hotmail.com for booking reference and the ID is [protected]. The other person on the flight was my wife Mrs Lynda Collins. I have so far been very rudely spoken to by your customer support team and totally ignored on my 3 emails two by resolver and one to your CEO. I have been advised by the CAA and the CMA that you have to pay us back the full amount we paid to you and they have said to take you to court over it if you continue to ignore me. We paid you £567 back in October and you are only offering us £440 as a refund!. I have contacted BA who have said they have paid 100% back to yourselves, and that as you are our agent you must pay us back 100% as the flights were cancelled. I have been given your email address by the lAlastminute.com"pissedconsumer.com" website who have also taken up my plight for a full refund. The following is my 2nd attempt at sending you the full details of our claim through resolver (from CMA) dated 31st May. My first one was sent 24 may, but I have heard nothing back.

Resolver dated both 24th and 321st May 2021

I have contacted the customer services team at Lastminute.com with my complaint, but have not yet received any form of response.

Therefore I am following up my original letter in the hope that we can achieve a resolution. As I am sure you understand, the situation as it stands is very frustrating and I would be really grateful if we could move forwards towards a solution.
I have contacted the CAA and CMA and both of them have stated that our contract is fully with Last minute and that we should be refunded the full £567 NOT £440. They have also instructed me to take this to the Citizens advice bureau to pursue legally if we do not get a full refund. Hence I am asking for acknowledgment of this claim and email within 48 hours please otherwise you run the risk of incurring further charges if/when I take this to the small claims court. Original email is below and you will find all the relevant documents attached to the original email sent 24/5/21.

What happened: We booked flights for 3 passengers to Italy leaving 20/5/21 to Pisa at 8.20am through last minute.com flying with British Airways, returning 27/5/21 at 19.55 to Heathrow. These have been cancelled by BA due to covid and therefore we expected a full refund. We paid £567.14 for the flights and baggage. Our booking reference with last minute was [protected]. However, last minute are only offering us 440.47 sterling as a refund, or offering vouchers for 567.14 which have to be used within 12 months. This isnt possible for us to do so require full refund. When we contacted them they said they could only pay us the 440.47 as this was all they received back from BA. We then rang BA who informed us that they have refunded everything at 100% so the missing £127 must be their profit on the flights. BA also said that if they were to offer a credit note then it would be for the same amount as a cash refund so wasnt sure what Last minute were doing offering less cash. Last minute.com are adamant that they will ONLY pay back the £440.47 as they say this is the amount that BA have paid them. I have copies of the invoice and refund offers that I can forward to you if required. We do not want to lose this amount of money which we paid over in good faith that the contract would be honoured should the flights get cancelled due to covid. Can you help us with our situation please?

To resolve this: pay the full refund in cash back to the card it was taken from (my daughters) of £567.14 immediately as this is now well overdue.

Yours sincerely,

paul collins

Booking Reference : [protected] my daughter email address who booked it is [protected]@hotmail.com my email address is paul.[protected]@hotmail.co.uk I have taken over this complaint, so please forward to me.
Reference:
Address: 183 Boultham Park Road, Lincoln, Lincolnshire, LN67SQ
Original complaint date: 24/05/2021

I ask you kindly to please do not ignore this email, I will wait 48 hours maximum before I contact the Citizens advice bureau to take this matter up legally. as you, by law, have to pay us back the full £547.14 we paid you in good faith. I have attached some of the relevant documents but have more if needed.

thank you

Paul Collins

I called lastminute.com about a reimbursement that was lacking money, and after 10 minutes trying to make the operator understand the problem, I was put on hold for more than an hour and then they dropped the call. This is the most disgusting service I've ever experienced. I just want the right reimbursement to be made.

Subject: Cancellation request - Booking ID [protected]

Dear mike,

In order to process your cancellation and refund request due to illness/bereavement/visa refusal, we will need the following documents. These should be in English or the airline's official language:

• A document confirming hospitalisation/medical certificate/death certificate/embassy statement
• If the cancellation is due to illness or bereavement: proof of next-of-kin status of the ticket holder to the ill/deceased person (this does not include unregistered partners/cohabitants).
• If the cancellation is due to visa issues: a letter from the embassy/consulate confirming this (ESTA or eTA refusals are not considered visa rejections)
• Photocopy of your ID (i.e. passport)
• Authorisation for us to handle your sensitive personal data (more information can be found on this at the end of the email)

The refundable amount is subject to final approval by the provider, and a handling fee may be applied.

We are only able to manage your request once we have received the above documents. You can send them to us by replying to this email.

Make sure you also include permission for us to process the sensitive personal data included in your documents. Otherwise, in order to protect your privacy, we will have to delete your response.

To give us your permission, you can use the following text:

I hereby declare that I have read the communication received and, in order to proceed with my refund request, I authorise your company to manage my sensitive personal data that has been included in this email. This includes sending the aforementioned data to interested third parties (e.g. airlines, hotels or tour operators).

DATE: 08/02/2021_ LOCATION: _Warwick_

Kind regards,
Customer Care Team

lastminute.com

+[protected], Mon-Sun 08am - 08opm (National landline number, costs depend on the provider)

We booked our flights with you from Bristol 17:50 2nd April 2021 to palma PNR: V26S4L and back again Palma 15:40 12th April 2021 to Bristol PNR: K1TJGNR. Booking ref [protected]

The filght out got changed so we cancelled, then our flight home was cancelled, after many unproductive phone calls with people from lastminute.com I went to ryanair myself who said that I have to complete a customer verification form before they would do anything as I had booked via a third party. No-one from lastminute informed me of this which was rather frustrating as I'm sure one of the handful of people I spoke to would of known this important piece of information. I have now done this and they are in the process of refunding this hopefully.

Easyjet sent me an email on the 10th March saying that they have authorised my refund and it would go straight back to the customers bank account or the company that we booked it via, and that at most it could take up to 7 days for you to receive the money, so that should of been no later than 17th March 2021.

I would much appreciate it if someone could come back to me with an answer of when I will be receiving my money that Easyjet have refunded you between the 10th March 2021 and 17th March 2021 so over 2 months ago.

It feels like I have been passed from pillar to post and I just want this to be over now.

kindest regards,
Rebecca Matthews

I booked a holiday for Easter 2020 and was cancelled because of COVID.

I asked for a cash refund - received a voucher and was told I could apply on September 1st 2020 - which I did.

I then waited for the refund to come and was then told my bank rejected the payment.

Have since given them another bank account details and still nothing.

What do I do now?

Our holiday was cancelled May 2020 due to Covid and we rebooked for this year which has also been cancelled due to Covid, they have had my money since 2019 and I just want my money back

They lied about our flights being cancelled had to go on Ryanair and they confirmed all flights had been cancelled they said I was cancellaing and flight could still go ahead despite being against the law to fly JUST LIE AFTER LIE

I have been chasing this Company for months for my refund and just receive automated e-mails and they blame my bank yet my bank have not received an internal payment THEY JUST LIE AFTER LIE

I have researched and the CRA have already threatened court proceedings if they do not refund their customers they are total scammers!

Would never use or recommend this Company ever again its disgusting

DO NOT USE THIS COMPANY YOU PAY CHEAP YOU GET CHEAP WITH WITH EASYJET, TUI ANDONE COMPANY BUT NEVER USE THESE SCAMMERS

Booking ID: [protected]

On 7 April 2021 I purchased a return flight from London to Cancun. When I began the transaction the price was quoted as £380.37. I filled in all the required information, paid via PayPal and received notification that the transaction had gone through. On 13 April I received an invoice (attached) stating that I had been charged £388.

I emailed twice to enquire what additional charge had been added and why the price had increased but I received no response. I then called customer services and was informed that the airline had raised the price of the ticket and that LastMinute.com had no control over this.

It is unreasonable and unethical to alter the final price whilst a transaction is still in progress without notifying the consumer and allowing them to consent to such a change in terms. A time limit was given and a countdown commenced in which the transaction had to be completed, implying that the price that had been quoted would remain static during that time.

Hi,
I have booked twice a trip to Paris for my husband's birthday, and in both cases, the trip has been canceled.
I have called on 19/04/2021 at 09:19 from the mobile number [protected] and spoke to one of your employees and it has been confirmed that my request has been put through and I will receive my refund back.
After a week I have not received anything.
I called today and spoke to Clementina and she was telling me that I cannot have my refund as is a credit note.
I have my money blocked from before April 2020 and my trips got cancelled twice, so I want my money back, not a credit note.
I have asked Clementina to put me through the person have spoken with last week but she refused saying is employee confidentiality.
I find this very unprofessional as I get two different messages from two different employees, and on top of that, no one wants to help with this issue.
You can check the conversation I had with both staff members if you have a recording system in place.
It is very disappointing seeing all the bad reviews on the internet about lastminute.com and how unhelpful the staff is.
I would like to take this complaint further and receive my refund back.
There are hard times and with all this lack of work people need their money back, same as myself in this situation.

Looking forward to hearing from you soon.

Best wishes,
Ms Alina Tanasoiu
[protected]@yahoo.com
[protected]

Hi There

I have noticed from the web that there is an unbelievably amount of bad reviews about this travel agency, I am adding to that growing list of bad reviews.

My flight was cancelled due to Covid in February and I have been unable to speak to anyone about my refund and all I get is an automated voice message when I ring saying my refund is been looked at and will be processed in the coming days I have been listening to this audio message for over 2 months now.

Customer Service is non existent and I find it awful that they don't even send a customer an email, even when I go on the site it says I have no past bookings.

I will NEVER use this site again and would HIGHLY recommend others to avoid using this site, terrible experience the worst ever by far.

Please help me to get my refund my email address is gerard.[protected]@linuxmail.org
Booking ID: [protected]
Sat 06 Feb 2021 - Salvador (Brazil) - Dublin (Ireland

Dear Officer,
On 15th August 2019 I bought 2 return tickets for my parents (Booking ID 1467641260) to travel from Dalian on 22nd January 2020 and arriving in Dublin on 23rd January 2020, these two tickets cost 1079.20 Euro.
On 29th October 2019 I changed the flight date to 15th April 2020 and paid additional 850 Euro.

I am writing to you because:
• LastMinute not refunded my money over one full year where LastMinute has failed their obligation for full refunds within 14 days by Law.
• Poor customer service communication:
No response to their email. I have sent them 5 emails since mid-2020, no response has ever been received.
Not helpful on the phone. I have rang LastMinute more than 30 times from PR Ireland, they never provided valuable information and never provided reasonable response. All they have said were ask customer to wait endlessly.
• Blaming Airline - KLM, Where KLM has already refunded to LastMinute in May 2020 as confirmed by KLM.
• Lie to their customer. On 29th March 2021, I received email form LastMinute to choose how I like to receive my refund. I accidentally selected the credit note and realized I pressed the wrong bottom, I rang LastMinute immediately and explained the situation, the representative refused to reverse my option and consist that they cannot reverse it, a few minutes later I found out per their term and condition it said clearly:'' the choice of option is binding unless the client requests to change it within 24 hours of their initial acceptance. ‘' The representative said they will reverse. I then sent them an email right after the call.
Also, on the option to refund they only offered around 750 euro for refund, where the ticket cost 1929.20 euro. As confirmed by KLM, these two tickets entitled to full cash refund.

LastMinute is irresponsible, abuse of power and their behaviors are totally not acceptable.
Under consumer law, my contract is with LastMinute and as such I am writing to you to seek my refund 1929.20-euro Cash refund.
I would appreciate your response as soon as possible. If you wish to discuss this further, I am contactable by telephone/email at [protected] or mei.[protected]@gmail.com

Yours sincerely,
Mei Xue

We booked flights from Manchester to Bangkok in February 2020 to fly in April. These flights were cancelled due to Covid and we originally applied for travel credit. However, realising that we would not able to use it, we then applied for a cash refund in November 2020. Nothing was received so I contacted lastminute.com in January and was told that the matter would be escalated to a manager as I should have received the refund but the airline was blamed for the delay. I also contacted Qatar Air and was told the refund had been issued to the company in September 2020.
Today, I tried contacting customer service but all the numbers were not available.
I finally got through to another department on a different number and was put through to someone who said I should have received the refund and would escalate the matter to a manager. I have now been waiting for nearly 5 months for a refund.

Dear Sirs,

With regards to my booking I.D [protected]

I am emailing you with regards to a refund offer that you have offered me of £272.55

I have actually paid you:

14/07/20 £253.71
30/10/20 £268.01

I have spoken to customer service on the telephone regarding this. They said to send proof of payment so that they can give me the correct refund. I sent copies of my bank statements. I am not able to attach them to this complaint.

I have emailed customer service about a dozen times and have spoken to them on the phone and nobody has got back to me regarding my refund.

Please adjust my refund accordingly. I haven't accepted any refunds from you at the moment because I would like the total refund that is due to me. The reason for my non travel is because we were in lockdown and we couldn't leave the country. For this reason I feel I am due a FULL refund.

Thank you
Emma Colgan

[protected]
[protected]@gmail.com
[protected]@outlook.com