LastMinute.com
reviews and complaints

Hi
I booked 3 tickets this morning to see Tina the Musical. The money has been taken from my account but I have not received an email confirmation yet. It is not in my spam box either.
I attach a copy of the payment screen from the time of booking.
Can you please arrange for the tickets to be emailed to me?
If you can't or won't help, can you please supply the correct email address for me to contact?
Regards
Roland

Please can you send me extra vouchers which you added to my travel voucher
[protected].
[protected]
[protected]. All three booking were made my me i have spoken to your office and they said you didn't not offer extra voucher proof enclosed lucky i took copies
Mrs jacqueline trimnell please send out what you offered i am looking forward to hearing how you are going to say differently that I have proof

I booked a hotel with lastminute.com, i arrived at the hotel and it was fully booked. Havent recieved an apology or any correspondence at all.
I have rung them many times and they say refund is with the relevant team and shouldn't be long . 32 days so far, and they dont reply to emails. Customer service seems to be non existent, impossible to speak to an actual competent person.

I've canceled my booking (from Italy to France) [Hotel + Flight], and here is the booking ID number: [protected]. Then, I received 467 Euros only out of 976 Euros that I paid in total (minus the insurance amount that got refunded later). When I called LastMinute's customer service, they told me that just the hotel amount had been refunded, while it wasn't possible to refund the flight tickets, even though I requested the cancellation just a couple of days after booking it. However, on the airline website, it is written that all flights are fully refundable, and if you book through a third party, they are the sole responsible for replying regarding that amount (and handle the process of the refund). So, I couldn't basically get the refund directly from AirFrance.

On another note, I've also sent them an email on the 15th of August describing the problem, but, unfortunately, I got no response whatsoever.

Attached to this message, a screenshot from the AirFrance website with their refund policy.

Last but not least, when I bought the package on LastMinute, it was written that the cancellation is free and guaranteed in case that the airline company's policy allows a refund. Moreover, I do expect a reply and a detailed explanation for the refund that has been issued and why I didn't get a full refund.

Re: lastminute.com Booking Id: 1818570722 Dharma Luxury Hotel - Check In Mon 2 August from 14:00, Check out Mon 9
August - Confirmation code: 66971-2021 - Room details - 2 adults, Bed & Breakfast

To Customer services, lastminute.com.

Dear Sir/Madam,
I am writing regarding our proposed holiday to Italy, which we were unable to take due to Covid-19 related isolation rules.

I had booked my holiday with lastminute.com, and communicated with lastminute.com before our flight date about the need to cancel our proposed 7-day overseas travel to Italy which would have commenced on Monday 02/08/2021. Lastminute.com advised me to contact the Dharma Luxury Hotel directly for a possibility of a full or partial refund for the hotel booking, or a rearranged hotel visit for a future date. I contacted the Dharma Hotel, and received a reply from Giorgio Ventrone, Front Office Manager. The most recent email reply is copied below.

Mr Giogio Ventrone has kindly suggested that a rearranged hotel visit can be possible for a future date, even 2022. However, he has advised me that lastminute.com has to contact Italcamel, the travel partner working with Dharma Hotel to request this directly with them.

I have lost £806 GBP on this trip, which is a really large amount of money. Is there any chance that you may agree for us to rearrange a future visit with Dharma Hotel?

It would be really appreciated if Italcamel + Dharma Luxury Hotel can be informed that the booking can be changed for a future date without further financial penalty, even in 2022.

I have made a number of phone calls and sent numerous emails without success. Please, please assist myself with this.

Yours sincerely,

Mr Mohammed Hussain, 6 Claremont road, Luton, Beds, LU4 8LZ.
Email: [protected]@hotmail.co.uk

--------------------------------------------------------------------------------------
From: info@dharmagroup.it
Sent: 09 August 2021 23:57
To: 'M Hussain'
Subject: R: lastminute.com Booking Id: 1818570722 Dharma Luxury Hotel - Check In Mon 2 August from 14:00, Check out Mon 9 August - Confirmation code: 66971-2021

Dear Mr Hussain,

sorry for my late reply.

We would like to inform You that the information that you received from lastminute.com it is not completely correct.

Lastmimute.com is not our commercial partner.

It means that this reservation has been made through an italian tour operator (called Italcamel) that is related with Lastminute.

In this reservation our partner is Italcamel and we have to communicate only with them.

Lastminute must inform Italcamel about your late cancellation and about your request. Afterwards Italcamel has to contact us and ask if we could make an exception for You.

I guess that the italian tour operator has never been informed yet.

At this point I'm totally agree to don't charge any cancellation costs but please ask to lastminute to work properly.

Only in this way You can obtain the refund from lastminute.com

In case that You obtain it, You will book directly with us for the next future. 😊

Best regards

Giorgio Ventrone

Front Office Manager

Booking reference [protected]
Janet wimpress.
We phoned last minute when we read in line that UK residents couldn't enter Austria because of Covid. We were advised to cancel the hotel which we did and we were told this would be free of charge and to wait to see if Ryanair cancelled the flight. We then find out that we have cancellation charges if 113.74 and have been told that this is because we cancelled the hotel. We think we have been unfairly treated as we only cancelled the hotel on the advice of Last minute.com

Booking ref ID [protected]
London Luton to Malaga 20 August 2021 -Outbound Flight 6.50am London Luton Airport Flight No Ryanair FR7784
Malaga Airport to London Luton 27 August 2021- Return Flight 11.45am Ryanair 7785

I tried to check in on line numerous times 2 adults 4 children and 1 extra suitcase app kept saying an error has occurred
got to the airport in plenty of time Ryanaire charged each passenger £55 x 6 =£330 to check in plus one suitcase £59.99 total £389.99 at the check in desk i was told by a member of staff this happens often app is often down they said i need to get in touch with lastminute.com for a refund if only i knew then almost impossible to reach them

We managed after several days to check in on line on wednesday 25th August our return flights
we arrived at the airport 5.45am our return flight 8.45am
queued 60 minutes to check our bags in 9.45am
queued 50 minutes to go through bag security 10.35am

We was asked to go to gate B16 walked to gate and joined a giant queue to get through passport control, we knew that we would never get through in time to make 11.45am deadline so spoke to a member of staff who eventually put another control officer in place, we eventually got through and arrived at the gate for 11.25am this was when we were told we were to late for the flight .
There was a lot of passengers from our flight and other flights that also missed their flights due to lack of staff at the airport
we paid for an alternative flight 12 hours later, this was also delayed causing lots of stress and anxiety for the children and us I also had to pay £514.83 to get home by Easyjet booking ref K2DZB23
I have tried numerous telephone numbers trying to contact lastminute.com only to hear a recorded message saying due to covid the lines are closed
Tried ringing ATOL [protected] another recorded message saying we have to get in touch with our travel company
I have in total had to pay another £964.81 which i think is grossly unfair due to a complete and utter farce the only thing that works properly is when you take our money for the holiday which I paid £3489.07 the on top £964.81 = £4453.88
I would like for you to refund me £964.81

I booked ibiza for 23rd June 2021 to 26th June 2021 for 3 adults. Booking reference [protected].
The flight was with Ryanair and you provided me with a reference of D9TEHA.
The flight was different with you as to ryanair and I've had nothing but hassle trying to get my refund and now you have taken over £100 admin fee I want back. It's disgusting that you have taken this as it is not my error. I had notification from you the flight was coming back on 26th june and ryanair said 25th. You did not contact me with the change and I was told I should have been.
Please refund the money back to my card.
Thank you. Rhian Rogers

We booked flexible flights via Lastminute.com who booked the flights with British Airways. Unfortunately some of our party caught covid 19 and as such had to request a refund on the 12/08/2021. We assumed this would be a straight forward process which actually turned into a nightmare, upon phoning customer services at first we had an email back stating we were not entitled to a refund! We then went to BA who stated we were entitled to a Full refund due to taking out flexible flights. We then went back to your customer services and discussed BA's response with Noel I have this conversation of voice recording. Which I assume you also do, we were told we recieve £607. 08 which is £151.77 each x 4 passengers and £282 credit card refund we have received the credit card refund but not the evoucher. When speaking to BA again the voucher has been sent by your request to booking @bravoflight.com. Please can you get this forwarded these to us to [protected]@gmail.com. Also can you let us know why we have not received the full refund of £1060 as per BA's response to us on initials talks.

I originally booked a flight into Dubai (on FlyDubai) for the 8th, only for my circumstances to change and needed to change the flight to the 3rd.

After sending two change of date requests through their website, and receiving a return message that Fly Dubai had not responded with a message that I should contact the Lastminute.com Call Cnetre.
I contacted them and in turn was told that I should contact Fly Dubai, which I did. The Call centre agent told me that the ticket I had booked through lastminute.com was not flexible and could not be changed and if cancelled I would lose the entire ticket value. I then contacted the Lastminute.com call again. The Call centre agent verified that it was indeed a flexible ticket and she would resolve the matter.
I again received a mail to contact the Lastminute, com call centre which I did again. This time I was told that I had to pay 278 Euro's to change the flight, eventhough it was a flexible ticket "this is the airlines terms" was repeated over and over. I was even told that I was trying to change my flight within 24 hours of the flight. Today was the 1st, I wanted to fly on the 3rd

I am actually horified that this is the service that is delivered and Lastminute.com still expects clients to use them after this sort of abuse

Booking Reference: [protected]

I would like to make a formal complaint regarding the shoddy service that I have received from your Company.

We made a booking for a holiday in Cyprus 4th Sept - 11th Sept and since discovered that the hotel that we had booked was not of a good standard and we decided to change our hotel. On the 27th August we put a request in for this change and received a response say that the surcharge would be £340.

I questioned this as our friends who had booked through Love Holidays paid a surcharge of £130 for the same change.

We received a further email offering us rooms at our desired hotel on a B&B basis and was not what we had requested. Our original booking was on an All Inclusive basis and we wanted the same.

We again contacted your customer service and received an email saying that we could not have the change as the hotel was unable to accommodate us.

This is very strange as we contacted the Avilda Hotel ourselves for availability and they said that they would put a room aside for us and wait for Last Minute to contact them for the change. The same as they did for our friends who had booked with Love Holiday.

I have asked to speak to a supervisor and have been told it could take up to 48 hours to get a response.

Our flight is on 4th September and we are very concerned the we will miss any deadline in case that we want to cancel the holiday.

It appears that the LastMInute customer support have issues with their own internal communications where the "right hand does not know what the left is doing"

Our final request was to please price the Avilda again as we are certain that there is availability at the hotel.

We booked with LastMinute thinking that its reputation would be of a high standard - but this experience has left me with serious doubts about your business.

On an aside my partner was taken ill last April and this was supposed to be a stress free vacation set up for him. The whole experience has been nothing short of stressful.

Can somebody please contact me urgently to remedy matters on
[protected]

Many thanks

Sonia Patel

Dear Sir / Madam,

I am writing to you to raise an issue about: Last minute.com

The issue that I have experienced was: I booked a family holiday on 23/7/21 to go to Malta dated 12/8/21 -22/8/21 as it was on the green list for UK travellers. Within couple of hours of booking the package I read the covid guidelines for Malta that children age 11 years and over have to be fully vaccinated. UK government is not vaccinated children nor is it being offered to children yet. Before I booked I spoke to a customer service representative who said children are ok to travel if they do a PCR test before travel & after. They did not mention anything about children having to be vaccinated. Due to this reason after few hours of booking the holiday I cancelled it as I wouldn't be able to travel with my family due to the restrictions.
When booking it gave a grace period of cancellation & I can get full refund if I cancel before 10/8/21. I paid a Deposit £1237.82 please can someone look into this and give my refund. I have spoken to several people at customer service and no one understands what I am trying to say and they keep on saying to pay the full balance. I have cancelled within few hours of booking it and I am entitled to get my refund for the deposit that I paid.
All my family members were looking forward to going on this holiday. Due to the pandemic we have lost so many family members/loss of work. This holiday was supposed to be to cheer everyone up and try and get back to normality again.
I would really appreciate if someone can look at my complaint and deal with it properly.
This issue has affected me mentally giving me so much anxiety and has affected my income. I could not take my family anywhere and have not been able to get my refund back yet.

It occurred on: 2021-07-24

This meant that Being a working class person it has affected me hugely not to get this refund back £1237.82.
Disappointed family members
Having severe anxiety and headaches due to all this stress.

Refund my deposit that I paid please

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,

Rahim Ahmed

Booking Reference [protected]
Refund required

25 Waremead Road,
Ilford Essex
IG2 6TF

hello there, you sent me an email to choose the refund method you offered. We choosed the cash back money of £1, 285.75.However in your last email you stated that you are going to send the amount of £58.32 in our bank account and the amount of 1, 227.43 as an airline voucher. I would like to to tell you that I want my refund as money cash back and not as a voucher as well as the money or the PCR that costed us £300.
Thank you

I recently booked a return flight from paphos cyprus to leeds/bradford u.k.
Theae were advertised on your website.i booked these flights and then found out via jet2 that they were in fact from larnaca not paphos even though you emailed me my confirmation that they are paphos.i then wrote via email to change them from larnaca to paphos on different days to which you said you couldnt as none were available.so i booked directly with jet2.
The cost was cheaper too .€117 compared to your charge of £137.
You then said i couldnt cancel the booking as it would be voluntary and i would lose my money.
Why when its your fault for the wrror in the 1st place.
This was only booked via your site as i had a voucher from a previous flight back to the uk which was cancelled without informing me.on that occasion i only found out at paphos airport on 2nd huly and had to pay out of pocket expenses a flight that had to be london instead of manchester which resulted in wxtra charges of an overnight stay plus coach from london to manchester
I await your outcome and must also tell you i have informed ABTA

How can i changed my flight
It is at the 06.09 from tel aviv to athens
It seems that there is no way to change the date after septmber 21
What seems to be the problem?

I paid for service that I did not receive and this is Fraud

I was given a different hotel and dinner was refused to me even through I paid for this I showed the email confirmation from last minute.

Booked from last minute.com - Booking ID: [protected]

The dinner was not included according to the hotel even thorough I had paid for dinner and breakfast.

Why was I charged for dinner and if it was not offered to last minute by the hotel?

Who will be refunding me?

All this seems very unfair and misleading not to say illegal.

I have emailed and called customer service and no one seems to take responsibility and no refund is being offered

Last minute has tried to put some blame on the hotel by saying they should have offered a 15 credit but that does not cover my dinner!

My night was ruined!

Hello

Firstly I am currently in Jamaica my flight is scheduled for this Wednesday I am not well do need to reschulfr it. I am unable to do so when I log in as the only option is to cancel. I need to amend my flight ASAP. I booked a flexible ticket. There is no phone number to contact anyone on.

Secondly
I paid £300 extra for priority seating Ans when I checked in I was told this was not an option. This service was not revived so will need to be refunded.

Please can someone call me ASAP to change my flight.

[protected]

I booked a flight through lastminute.com from London to Johannesburg direct with virgin Atlantic. They knew full well that direct flights were not operating and my flight was cancelled in June. I am still waiting for my refund and have had absolutely no updates from them.

There is no email address for them and when you go on the website you just go round in circles. Your only option is to phone and then they just tell you that it's up to the airline how long it takes. The whole situation is unacceptable, I feel like I've been scammed and am powerless in this

Sir/Maam, I am booked on a flight with you from Faro to Manchester on 21st Sep. Due to not being able to have the vaccine for medical reasons I sadly cannot travel. The rest of the booking still wish to travel. Please could you see whether I could receive a refund for my part of the booking? Ryanair stated if I provide them with your booking number they can do it. Thank you. Claire Rawcliffe (Email Claire.[protected]@hotmail.co.uk)

I am writing to raise an issue about your refund procedures.
the main issue is that I have not received my refund despite waiting for over 5 months. I have also received conflicting and inaccurate information from the different agents I spoke to in your company. The email I received on the 27th of March confirms the refund after I pay a£160 cancellation fee. The fee I payed the same day .
It all started at the beginning of July when I spoke to an agent called Mr Roman who promised that the refund money will be in my account in the 19th of July . A promise that did not materialized on the same day. I spoke to Mr Roman and he put me through to the refund department, I then spoke to Mr Zakaria who promised that the money will be in my account on the 19th of August. On the 18th of August, I called Mr Zakaria about the refund who took my bank details in order that the refund money will be injected in my account on the 19th of August. When the money failed to appear in my account, I called Mr Zakaria again who referred me to the financial department . the agent of this latter, insured to me that the refund process is working very well and we will find our money on Monday 23rd of August. Again the company failed to fulfil its promise .Every agents talked on behalf the refund system, but what I noticed their says were just promises. I hope you understand that the refund is taking an unreasonable amount of time to be processed and that the conflicting information received from your agents is causing a great deal of anxiety and uncertainty in our household. This issue will be resolved when you pay the refund to my account . 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: [protected]@hotmail.co.uk
Booking reference:[protected]
address: 65 mason's road, Headington, Ox3 8QL. Oxford.