LastMinute.com
reviews and complaints

Air Mata Reference: ZCNGFV
Booking ID: [protected]

Booked flights to Malta from London last May to travel in July 2021. The flight schedule were changed/ cancelled a couple of weeks before I was due to travel, I was therefore given the option to have a refund. I applied for this straight away (last June 2021) but still have not received a refund. I should not have to wait over 7 months for a refund for flights that were cancelled, as the airline gave me the option for a refund so don't understand why I have been waiting so long?
I have a called Last Minute several times but no one can give me answers. I have also chased Air Malta but they tell me to contact Last Minute.com. Refund of £ 370.72 is due.

Do not use lastminute.com for anything! The company is a total rip off . For a return ticket I called many times regardless many problems which they did not resolve. Nothing of the additional services I paid was done. I waited for a single request for days. My info on my first flight was not correct and called 10 times just to fix it and at the end I did it myself. They told me they cannot make my online booking although I paid them for that and will refund me within days -3 weeks later I still wait for this refund. I tried to cancel my second flight so I buy ticket myself but I was told that only my taxes will be returned, then I told them to change my flight and the charges they asked me for were more then if I buy a new ticket so I again ask them to cancel my flight. And guess what this time they told me even the taxes are not refundable . They should be banned and charged as crooks. Such companies should be controlled in some way . DO NOT USE THEM !THEY ARE A SCAM!

Had bought a ticket to fly on Qatar Airways on 12th October 2021 (Booking ID: [protected]). I had also paid for the 'Premium Service Package'!

My PCR test came back positive so I had to cancel. Qatar Airways confirmed I am eligible for a full refund. I have provided ALL docs (PCR test, copy of Terms and conditions, and full detailed description and timeline). I have been emailing them every couple of weeks for an update and keep getting a generic response 'the relevant team is looking into my refund'... It has been almost three months! They can't even properly respond to an email!

Do remember I had paid for the so-called 'premium service'. In the Terms and Conditions it clearly states: "Cancellation: we won't apply our handling fees in case in case of voluntary or involuntary
cancellation of your booking. We will process the refund request, where eligible,
according to the airline fares and policies."

Qatar Airways have confirmed I am eligible for a full refund! But Last minute need to process this as I had bought the ticket through last minute. Last Minute's own T&C state they won't apply any of their fees. So what is going on?

I have receive a confirmation from lastminute.com but they claim I have not booked a flight.They also claim they have not got my email address so how can they send me a confirmation.They have taken the money out but so far I have had no itinerary or invoice to tell me what I have payed for as I added a couple of requests.I I believe this company has been taken over by Bravo but I still can`t get on to them either.I hope you can help

Booked two flights on lastminute.com.
21 Dec 2021 Contracted Covid-19 and so requested change to flights using the 'modify booking' function on their website.
22 Dece 2021 Received email regarding one of the bookings instructing me to click link to proceed to effect payment. Resulted in an error message and invitation to phone a number listed on google as spurious $2 a minute call line.
Eventually called last minute direct on a different number. After 20 minutes holding was put through to a call handler who told me that the flight had been duly amended and payment received so no further problem. Asked about the other flight and was told it would be dealt with very quickly and that they would get back to me.
Turns out the handler had lied to me. The flight has not been changed nor has the other request to change 2nd flight been actioned.

I want to reschedule my flight to 20th of January 2022 from Hamburg, Germany to Bhubaneswar, India.

My booking ID is [protected].

With multiple calls and requests through lastminute.com app, I haven't received any response from you people yet.

This is an urgent matter, kindly consider my request and reschedule my flight to 20 January 2022.

Thank you for your understanding.

Best Regards
Priyadarshini.

my name is gagandeep singh. my booked id was [protected].i had booked a flexible return ticket to india from lastminute.com on 17th of september for 9th nov to 26th nov .so some personal reason i wanted to change a return date for 26th to 3rd of dec .as explained in ticket confirmation email i went to my lastminute.com to change my ticket myself as i saw there was no option for me except cancel my ticket .so as i was a abroad there was no way to contact with lastminute.com except phone .its possible if someone going abroad not a europe way far than that so phone could be turned off or out of coverage. so thats why is email address should use as primely .so anyway i was unable to be contact with lastminute.com so i ask my wife to try .she did and she told me then i will receive an a email in 72 hours time .i have receive a email with date change link where it was showing yes to proceed or cancel it with fare diffrence price about £300 .i did click on proceed link and it was showing error .i ask my wife to find out then whats going on .she said i ll receive another email with link which i receive with more higher price around more than £300.but same happen error.so i pay a lots of money to call myself from abroad to speak to them .finally i got speak to one of the team member of lastminute.com on 23th of november . so finally adviser told me then there is issue with a payment and my uk phone number coz they were trying to contact me on my uk number after with payment issue .i explained him as im abroad my uk phone number doesnt work here so i gave him my india number to update and they make me asure they can call abroad numbers. even i request to advisor then please take the credit card details on phone but he deny that . and they never call me on my india number .since that day they starts drama .i was calling them every 2nd day but they have same lines even i was speaking to every time diffrent advisor .they been telling me same thing like they take card details someone will call me back which never happend and they were saying its on first priority and your date is changed for 3rd of december but i never recieve my confirmation for 3rd of december .suddenly on 2nd of december when i called the team member start telling me then my ticket is confirmed then i should take my stuff and go to airport without confirmation someone will contact me as they never did without sending me stupid emails .then i call again on 3rd of december .so truth is comes up team member starts telling me then my flight departs they cant do anything .i want to know if they did call me on my india number they should have in there system they should prove this .why not on 23rd november team member didnt take my card details over the phone or deny it .why on 2nd of december team member agree to take it over the phone but didnt take and said someone will call me very soon as its on high priority .it should be everything recoreded as i was choosing it too .i need a justice please .they just cant go away from it .i pay another £500 to come back uk coz i pay for return to lastminute.com £540 plus .

Restricted from modifying flights withot having to call an agent. Which then charges me a fee for assistance.

I would like to change my flights but the only way I can do so is by calling. Right now they are only dealing with urgent calls. This is the 3rd time calling at times of the day when most people are at work or asleep still.They don't respond to emails or arrange to call back. I have emailed about 8 times with no response.The service is ridiculous. This is the last holiday I'm booking with lastminute.com or any related companies.

Hi I am chris Warrick from Merrybrook Front St East Garston Hungerford Berkshire RG17 7EU

I booked Flights on the 28/07/21 using a Nationwide Credit card

the only information i have is on the credit card which is

Date 28/07/21 Ref [protected] lastminunutecom though Chiasso cost £306.65

I have not receive conformation of tickets from you ?

thanks regards Mr & Mrs C.A Warrick tele [protected]

We are due to travel to Prague for 3 days on 17th December. I wanted to change the date. I have no response whatsoever from the company. It is impossible to contact the company either by phone or email.
I emailed our hotel in Prague who have confirmed that we are entitled to a full refund of hotel costs if we cancel, but they can't provide this as it booked through a third party.
No way of complaining as everything just brings you back to your booking portal. All in all the service is appalling.

HI there,

The summary of the issue is that I have booked a return trip on 16th Sep from lastminute.com booking reference [protected]. The inbound flight dated 02nd Jan'22 was cancelled by the airline GUlf AIr on 22nd Nov while the outbound flight dated 12th Dec'21 is confirmed. I have been requesting lastminute.com to help me get an alternate flight arranged or process my full refund as due to cancellation of my inbound flight the outbound travel is of no use. I am not getting any response from lastminute.com in spite of 12 calls more than 10 emails in last 11 days.

Now the criticality of my situation is that my outbound travel(internation) is due in 5 days, however I have No Clarity on the above.

I have no words to express my grief and feedback about the poor customer experience with lastminute.com.

Please can someone look at the matter and respond to this email before I escalate the case to Civil Aviation Authority (CAA) and Citizens Advice Consumer Helpline and take further legal step.

I had a return flight to Cuba in November (booking n° [protected]) and the flights got cancelled in September. The cancellation has been notified via email and the refund was due to arrive in up to 2 months. After 3 month and multiple emails with no answer I am still waiting for my refund. I spent almost 1000euros on this booking. This is absurd. Please someone contact me asap.

I have been trying to move a flight earlier due to new UK COVID isolation restrictions. My request to change on the website got stuck for days. I contacted the call centre, who telephonically submitted the request. That also went no-where. I tried again on the web when the site was unlocked and again I go stuck for days.

I had to thus book new flights from another source. Today (03/12/2021), however, I contacted the call centre and asked them to change my flight dates to next year April to which they responded that the airline (RyanAir) had no availability. I only have 3 days before the flight is supposed to take place (6 Dec 2021) and I would like confirmation of new dates anytime in April or may (flying out on a Monday from Malaga Airport to any London airport and returning on a Friday of the same week. PLEASE can you help to get this change made.

I made a bDear Mrs Cooke,
Thank you for your email.

I can confirm we are happy for you to amend your booking through the relevant third party.

Please let me know if I can provide anything further.

Kind regards,
Ollie Ralphs
Customer Services Advisor
I am your unique email ID : ref:_00D0NibZj._5004G2LpNPy:ref, please do not remove me when replying to this email.
booking via your website and realised id booked the wrong date so i contacted your customer service number and was asked to send email prove from Travelodge to Prove they are happy to change the date, below is the the email from travelodge.
after numerous phone calls to your customer service team i received the email below earlier today
Dear Jayne,

We are contacting you in regards to your request to make a change to Booking ID [protected].

We have been unable to confirm the change you requested as changes to your hotel booking are not permitted according to the policy of your chosen hotel. Your booking therefore remains unchanged.

If you are unable to travel and would like to check the possibility of getting a refund, please log into your customer account area, My lastminute.com, on our site or app to submit a cancellation request.

Kind regards,

Customer Care Team
lastminute.com

Please do not reply to this email. This mailbox is not monitored; any emails sent here will not be read or responded to.
If you have any questions about your trip, you can visit our Need Help area on our site. To view your trip details, request assistance or make changes to your booking, please log into your customer account area, My lastminute.com, on our site or app.

Travelodge Kendal
A591 Prizet Kendal (UK) United Kingdom
Confirmation code:
[protected]
SH11365033
Check-in Check-out
Fri 17 December Sat 18 December
1 x family room
2 Adults 1 night, No meals
Booked under the name Jayne Cooke
Hotel provider WebBedsFZ LLC t/a Sunhotels
Supplied by Sunhotels T: [protected] ([protected]@sunhotels.com)
You can find all the information about the hotel in your account area.

I contacted the travel lodge where i booked they have 29 rooms available for Friday 10th December and are more then happy to change the booking
so why is your company being awkward.
could you please look into this as we are planning on travelling in a weeks time,
Regards
Jayne Cooke

I was due to go to Berlin Wed 1st December for the Christmas markets. Two days before on the Monday the covid rules changed meaning we would have to do a PCR test and isolate until we received the results which wasn't possible with our jobs and then someone from my mums work tested positive for covid which meant she couldn't travel. So we got in touch with last minute on the Monday to change our booking. They told us a voucher or refund was not an option, our only option was to change our booking. So we said to move it to December 2022, they said the latest we could move it to was October 2022 because that's one year after we placed the booking. They got us to pick dates in October to move it to so we chose 1-3rd October and was told that would be fine and it had been escalated and we would receive a response within 2 hours. 2 hours came and went, we tried to get back in touch and nothing and then they closed.

Tuesday came and still nothing from them so I rang again and was told it had been escalated and I would receive a response in 2 hours. 3-4 hours later I simply getting an email with we can't change your booking.

So I ring them again and am told that they couldn't change it because October wasn't an option, the latest we could move it to was September (even though we were told October was fine) and now we couldn't change it because it was too close to the booking date. So I hit the roof at this point because I had made the change request within time, it's not my fault they took so long and didn't use their brain and just book it for a date that was possible. So I was told I had to ring BA myself and move it and they would put in another change request for the hotel and return flight.

Time passes again and I ring again to lodge a complaint because I'm fuming. I get through to someone that finally seems helpful and says that it was their fault so they should be fixing it so was going to speak to their supervisor and put in a change request for the whole booking and sat and picked dates with me to request. He said if I didn't hear from him within an hour to ring BA myself to move it as they have to move the flight up to 2 hours before departure.

2 hours go by and I get another email saying can't help you because the hotel won't move it. That's all. So ring back and they refuse to do anything - now they won't change either flight (even though the return is 3 days away so we'll within the timeframe).

So we ring the hotel and they say they can move it but only if last minute request it so I've been told a load of [censored]. I try to ring last minute back and they're closed so I've lost my hotel money.

I then ring BA and they say they can offer a voucher - but they can't because it was booked as part of a package so last minute are they only ones that can get that. So this whole time they could have got me a voucher which is frankly ridiculous. BA move my flight (which again could have been done by last minute) and give me a voucher for the difference.

I now have to also ring easyJet to somehow move my return flight to another date that apparently can only cost €10 per person which isn't going to happen.

So I am left with no options thanks to their incompetence and have lost £300 and nothing to show for it. Less than useless company and no way of logging a complaint with them or speaking to anyone that actually knows what they are doing

Dear Sir / Madam,

I am writing to you to raise an issue about: Travel agents

Last Minute.com booking ID : [protected]
Emirates Booking Reference N6WERF / GSAIPA

The issue that I have experienced was: Our trip to India through emirates from London to Chennai India via Dubai for the 21 St of dec was booked. The agent lastminute.com informed that the connection flight of emirates from Dubai to Chennai with 3 hours transit was cancelled and gave option for 19 hours transit which we could not accept due to a senior traveller passenger. So lastminute.com said emirates is canselling and going to be doing a refund. We paid £4852.24 but lastminute.com is only refunded £3707.28 .when we contacted lastminute.com is refuse to reply/with proper reply about why there is a deduction if they have deducted any administration fees etc and commenting that Emirates only paid this much . When we contacted. Emirates they reply they have refund fully without any deduction like taxes and service charges as it was there fault and did not take any deductions atall

It occurred on: 2021-11-29

This meant that We paid £4852.24 but last-minute.com is only refunded £3707.28 .when we contacted lastminute.com is refuse to reply. When we contacted. Emirates they reply they have refund fully

We need that £1100 pounds refund, explain why this happened who is giving false information about the money that is deducted

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

j godson

Booking Reference N6WERF / GSAIPA
N6WERF / GSAIPA

35 Victoria Road,
Brighouse West Yorkshire
HD64DX

The above reference is for a flight Aalborg, Denmark to Manchester, UK.-
Mon 22 Nov 2021
Flight SAS SK1920 PNR NQ6EXQ/BPTSXL - Aalborg to Olso - this flight was scheduled and arrived in Oslo. (transfer flight to Manchester, UK)

Flight SAS SK4610 PNR NQ6EXQ/BPTSXL - Oslo to Manchester - this flight was cancelled on the 21 Nov 2021 = rebook flights were made.

REBOOKED FLIGHTS - LH0867 - Oslo to Frankfurt, Germany - transfer -
LH0948 - Frankfurt to Manchester, Uk

The extra transfers caused me much stress and anxiety. I have limited mobility and found the transfer times very distressing.

Today, 30/11/21, I have recd a refund voucher for the sum of £25.65 to be used on further bookings. This sum is totally unacceptable for the extra travelling, stress and anxiety caused. I have tried to contact Last Minute Customer Services but the number given, [protected], obtained from their help page, is NOT recognised.

I have placed a complaint with SAS airlines and cannot find out if this refund is inconjunction this this complaint.

I have since found an alternative telephone number, charged at £6 + service charges. Again, I find this totally unacceptable.

Susan RAISTRICK [protected]

As a matter of urgency I am lodging a complaint to request a full refund to my above holiday

We booked with you as you were abta and itol protected

On 19 november was advised that there was a national lockdown in austria on bbc news. If we flew to austria there would be no where to stay so holiday was cancelled

On 22 november got email about option of accepting credit for £190 or cash offer significantly lower. I wanted to check with others in group and tried to drop out of option on phone and it automaticallly accepted refund. I tried to contact you on the refund email address and realised a few days later it was a one way address

I tried ringing customer services and finally got through on 26 november who advised me I needed to contact you this way at least 24 hrs before flight due to go

You are abta and itol protected and because the reasons are outside our control we are entitled for a full refund.

I am a single mum and dont have much income this refund means a lot and feel we have not been treated fairly

I would like you to confirm you have received this email and would also like the holiday to be refunded for the full amount which also includes flights.

This is the first time I have booked with yourselves and would like to feel confident of using you in the future.

I look forward to hearing from you.

Kind regards fiona cummins [protected]

[protected]@yahoo.co.uk

My flight got cancelled in October and I still have not had my refund I've tried to email with no decent response

Hi After arriving at the hotel - I called last minute .. com to enquire if i could cancel. They advised me that yes i could but would have to pay £85 cancellation fee and obviously the first night but i would be able to get a refund for the rest. I duly checked out and am still awaiting a refund.

I have called them 12 times and have emailed. Still have not had my refund

Booking details :
14Sept - 21 Sept : Booking Ref [protected]
ol Marbella Estepona Atalaya Park

Paula Casserley

All their calls have been recorded so they can verify they told me that i was eligible for a refund. I paid 687.50 Euros

Please help !
Kind regards