LastMinute.com
Reviews and Complaints

I had left Birmingham to visit London and booked my hotel via last minute.com, upon entering my hotel I was informed that my booking had been cancelled, however I did not cancel it nor did I receive any notification from last minute.com that my booking had been cancelled, after calling last minute.com who were absolutely no help I was left with no alternative but to go elsewhere to rest for the remainder of my time in London, I have had to pay extra for a hotel, whilst I was at reception shockingly I received an email from last minute.com stating my room was cancelled, this was of course after speaking with them.

On the 12th August we booked a holiday to Turkey. Prior to this booking, we spoke to a customer service representative who tried to assist us with booking the holiday, however due to the card payment not going through she was unable to complete the transaction. During our phone call she advised us that we would not have to worry about adding baggage during our booking as this could be easily added afterwards. The transaction was cancelled and we then proceeded to do this ourselves online. We selected an economy flight from Heathrow which allowed us to add baggage, then selected the hotel, and then selected the transfer. We then paid our deposit.

Upon completing this, we received an email confirming this holiday, however it stated that no outbound luggage was booked. We don't understand why your system would allow us to book a flight which does not include outbound luggage, but lets you select inbound luggage. We then rang up customer service who stated they could add the luggage for our outbound package. A few hours later, we received an email stating this could not be done through the agents but could only be done through the airline. We then rang customer service again who stated that unless we had paid the amount in full, we would not have a ticket number/full details of the flight to contact the airline regarding this issue. We then made the full payment as requested and received an email including the full details of our flight.

We then proceeded to ring Turkish Airlines who advised us that the flight we selected does not allow checked in luggage and only allows hand luggage as it is an eco flight. However, when booking we were not provided any information which outlined that this flight did not include outbound luggage, which we find very unbelievable. He stated we could book extra luggage for this flight but said that a 20kg bag would cost £186 each. This is ridiculous. We then asked if there were any other options available and he stated that we could change one or two tickets to an economy ticket that included luggage. But he stated this could only be done through the agent we booked with.

We rang customer service again and asked if we could change 1 or 2 tickets to a ticket that includes baggage for the same flight, hoping they could fix this issue for us. We were told a change request was made but it would take up to 4 days to resolve. It has now been six days since we booked this flight and no one has come back to us regarding this issue. We then rang customer service today and spoke to someone called Maria. We did not find her helpful at all and she cut the phone on us in the middle of us discussing our issues. We requested to speak to a supervisor today, as well as last Saturday, however we still have not received a call back.

Please look through our calls over this last week to confirm the issues we have. We would also like you to look into the incompetency of your customer service team as well as the lack of opportunities to speak to supervisors/team leaders/managers upon request. We are very unhappy with this service. Our main concern is how the website did not inform or clarify the baggage situation before the flight. If we had known we would not have baggage, we would not have booked these flights. You have made our experience of booking this holiday abysmal. This entire experience has been frustrating and very stressful, especially as your customer service representatives have been so unhelpful. We hope you will resolve this situation ASAP.

Regards,

Razwan and Shazia Beg

[protected]

[protected]@gmail.com

LM booked return flights for me with Ryanair.

The outbound flight was cancelled by Ryanair

LM gave me a link to Ryanair to sort it out.

I am 85 and spent 4 hours trying to follow the instructions given. Nothing worked.

As my flight had been cancelled and no one was available to speak to me about it I went direct to Ryanair and booked another (outbound) flight.

I asked LM to refund the £145.18 that I had paid directly to Ryanair.

Having 'chatted online' to LM they said this they would do.

Today I got an email from LM asking me to 'validate the enquiry'

Following their link I got a form which I 'think' is in Spanish.

I am getting more and more frustrated as I am unable to contact LM (no email address available).

Chatting gets lots of apologies and promises, but nothing happens.

I booked the following, including Check In no Problem. (see below)

When I checked in I had to pay £55 per person as Last Minute had not in fact checked us in and sent through boarding passes.

I have screen shots showing the text "We are working on your Boarding passes they will be here shortly" for both the outbound and the inbound flight.

I am now home and the boarding passes are still not provided and the text still remains.

I booked the check in no problem because I am disabled. This flight was for my children to see their grandfather whom they have not see in nearly 4 years. I was devastated.

Please refund.

Thank you

London Round trip arrow Cork



Manage your reservation

OUTBOUND JOURNEY

Flight icon

13 Aug 2022 Direct PNR: CIUSTB





06:20 STN Duration: 1h 20m 07:40 ORK

London Stansted Ryanair FR 901 Cork International

Economy

RETURN JOURNEY

Flight icon

16 Aug 2022 Direct PNR: GBJKMJ





21:50 ORK Duration: 1h 25m 23:15 STN

Cork International Ryanair FR 906 London Stansted

Economy

PASSENGERS

Passenger icon

Michelle Stone

Outbound journey

Business baggage icon Small carry-on bag included. For more information, please click here.

Hold baggage icon 0 - No checked luggage

Return journey

Business baggage icon Small carry-on bag included. For more information, please click here.

Hold baggage icon 0 - No checked luggage

Passenger icon

Clare Flower

Outbound journey

Business baggage icon Small carry-on bag included. For more information, please click here.

Hold baggage icon 0 - No checked luggage

Return journey

Business baggage icon Small carry-on bag included. For more information, please click here.

Hold baggage icon 0 - No checked luggage

Passenger icon

Tobias Stone

Outbound journey

Business baggage icon Small carry-on bag included. For more information, please click here.

Hold baggage icon 0 - No checked luggage

Return journey

Business baggage icon Small carry-on bag included. For more information, please click here.

Hold baggage icon 0 - No checked luggage

Passenger icon

Molly Stone

Outbound journey

Business baggage icon Small carry-on bag included. For more information, please click here.

Hold baggage icon 0 - No checked luggage

Return journey

Business baggage icon Small carry-on bag included. For more information, please click here.

Hold baggage icon 0 - No checked luggage

Passenger icon

Maemie Stone

Outbound journey

Business baggage icon Small carry-on bag included. For more information, please click here.

Hold baggage icon 0 - No checked luggage

Return journey

Business baggage icon Small carry-on bag included. For more information, please click here.

Hold baggage icon 0 - No checked luggage

COST



Insurance FullFlex

Booking total £ 243.36

Booking ID [protected]. Hotel Confirmation code [protected] booked through Booking.com by LM.com.

I booked my accommodation, flight and transfer to Portugal on 22 January 2022, to travel 24 Aug to 3 Sep. I paid my deposit, and in due course paid my balance.

On 1 Aug, I emailed the accommodation to let them know what time I was arriving. They emailed me back to tell me that my accommodation had been cancelled. I later found out that it was cancelled on 10 February, due to non payment of the deposit.

I immediately got in touch with Customer service to inform them of my findings.

It is now 7 days before I am meant to fly. I have no response from LM.com, even though I have sent them emails, with how the problem occurred, and a solution of how to fix it, (by changing my date and flight times).

The accommodation I booked specifically is unique in type and location, and gets booked up extremely quickly. The time for date change has probably gone.

When are LM.com going to look into my situation, which has been caused by them not paying my hotel.

An airport transfer was booked with Portugal Elite Drivers - Portugal through LastMinute.com, the driver did not turn up, the phone number provided was an answer machine (that was the 24 emergency number). My daughters are aged 20 and 16 travelling and I thought I could rely on the transfer not being a scam. This is a scam.

Supplier: Portugal Elite Drivers - Portugal

From: Porto Airport

To:: Porto

Number of Pax: Adults: 2

Mobile No: +44 [protected]

Transfer Type: Single

Vehicle Type: 1 x Private Standard Car (1 - 3)

Travel Agent: lastminute.com (lastminute.com Group)

Agent Order Reference: [protected]

I booked a hotel they said was available for 2 nights, on arrival it was full. They took my $1450! have three times promised a refund via the digital complaint portal with so called agents. I've tried then hotel directly via phone and email numerous times but get no response. I'm looking into the ACCC and legal action.

It is theft and downright wrong what they do to families who need a refund.

It's sad within Australia there is no avenue to go down easily for this.

Dear sir/madam,

I have booked a flight from Heathrow to Calgary via Dallas on the 5th Sept. and returning on the 12th September Via Chicago.

I have visited the US and Canada on a number of occasions. As you know, British Citizens have to fill a Visa Waiver when travelliing

to the US and Canada. However, on this occasion I was granted a Visa waiver (eTA) by the Canadian authorities (please see attached document) but to my surprise the visa waiver (ESTA) was declined by the US authorities (please see attached document).

For the last week or so, I have contacted your customer care on a daily basis once or twice either by telephone or CHAT regarding changing the route of my flight. My communications with your customer care went through three stages.

Initially, my request was taken and I was told that it would be escalated to the appropriate department. After waiting for some two days, I received a system generated email informing me that there was no availability.

On contacting you , I was told that I am unable to change the airline. I explained that I am happy to travel by British Airways via any city in Canada or elsewhere. I was told that my request would be escalated to the airline. After doing some homework and contacting British Airways, I learned that BA flies to Canada direct to Vancouver. In particular, I found a flight on the 5th Sept, leaving Heathrow at 17-15, reaching Vancover at 18.00, then leaving Vancover to Calgary at 21-15 and arriving at 23-37. The return journey on the 12th Sept. leaving Calgary at 16-30, reaching Vancover at 17-01, leaving Vancover at 20-50 and reaching Heathrow at 14-05 on the 13th Sept. I contacted your customer care again by CHAT and informed your staff about the above flight and I was told a request to BA will be sent.

I received another system generated email the following day informing me that there is NO availability. On contacting your customer care again today (10th Aug,), I was told that NO change of route is allowed.

In summary, after one week of waiting and several communications, we are back at square one. I am at a loss to explain why I was not told straight away at the first communication that Lastminute can NOT change the airline or route. This would have saved both of us a lot of work and effort.

I was led to believe that the only way forward was to cancel the flight. As the wish to change the route was NOT my decision but was a necessity secondary to the denial of the US visa waiver (ESTA), I do strongly feel that the cancellation should be done under the terms

of ' EXCEPTIONAL CIRCUMSTANCES ' allowing me to get a full refund.

Best regards,

N SHARIEF

I have a very serious complaint concerning this booking. You confirmed the booking on 24 July and also sent at least one reminder a day or so before the date booked saying ‘Get Ready for Kingussie’. However when I arrived at the Braeriach Hotel at 5.45 pm on 6 August the hotel was not expecting me and had no record of my booking. The owners Mr and Mrs Ivil spent some time searching their records but confirmed that my booking had not been sent to them. The hotel was fully booked for that date and no rooms were available. (Fortunately I was able to contact a friend who lives locally and was able to use a bed at his house that night but if he had not been able to assist at short notice I would have been bedless).

I had been visiting the area to attend a ceilidh in the nearby village of Laggan. However as my friend wanted to get an early night I chose to leave the ceilidh at the half time interval around 10.00 – it would have continued until 11.30 or midnight. So I missed out on half of the event which was my reason for visiting the area.

I note that in the terms and conditions of the booking, it was stated that if I did not fulfil my side of the contract (late cancellation or no show) I would have been charged a penalty of around £90. Given that you and/or the hotel did not fulfil your side of the contract, I would therefore claim compensation of £90.

Finally please note that the Braeriach Hotel is not in Kingussie as you have stated, nor in Inverness as one of your documents suggests. The Braeriach Hotel is located in Newtonmore!

I am not sure who is responsible for these errors in the booking but the hotel owners seemed genuinely concerned that they were not able to provide accommodation, so I conclude that the fault is the responsibility of the booking agents, lastminute.com or OYO. I look forward to receiving an explanation, an apology, and financial compensation.

Hugh Hoffman

Sent from Mail for Windows

From: lastminute.com

Sent: 24 July 2022 12:40

To: [protected]@hotmail.co.uk

Subject: lastminute.com booking for OYO Braeriach Hotel, Kingussie





Get ready for Kingussie!

Your booking is confirmed

Hi Hugh, Booking ID: [protected]

Thanks for booking with us. You'll find the details of your upcoming trip below.

Activate your account using this email address [protected]@hotmail.co.uk, or your associated Facebook, Apple or Google profile. This will enable you to check and manage your booking details in your account area.

You can view all your trip info, as well as manage or check the status of your bookings in My lastminute.com.

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Before you travel, make sure to check for any health measures adopted by the local authorities, including those related to Covid-19 if they are still in force.

For more information, please check the government website for the country you are travelling to, as well as the UK Foreign and Commonwealth Office's travel advice site.

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Your hotel awaits

Present this Confirmation code: [protected] when you check in.

Your stay is for 1 night from 06 August to 07 August .

You can check in to your hotel from 16:00, and check out is at 10:00 .

In your account area you'll find all the details about services offered by your accommodation. For special requests please contact the hotel directly on the phone number provided in the "Trip information" section.















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Be kind to the environment. Please only print this message if it is absolutely necessary.

HOTEL

OYO Braeriach Hotel

Main St Inverness Reino Unido

Confirmation code:

44 [protected] [protected]

Check-in Check-out

Sat 06 August

Sun 07 August

from 16:00 by 10:00

1 x double with shared bathroom

2 Adults

1 night, Room only

Booked under the name Hugh Hoffman

Hotel provider HotelBeds

Supplied by HOTELBEDS UK LTD

You can find all the information about the hotel in your account area.



COST



Booking total £99.63



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BravoNext, S.A. - Vicolo de' Calvi 2, 6830 Chiasso, Switzerland - CHE-115.704.228

This email is intended solely for the addressee(s) and the information it contains is confidential and/or privileged. If you are not the intended recipient (or received this email in error), please delete this email and inform the sender as soon as possible as any unauthorized copying, disclosure, distribution or other action of the material in this email is strictly forbidden and could be a crime.

Booking reference [protected]

I have been attempting to get a one letter change to a middle name on a ticket which the airline confirm is valid. However your customer services repeatedly tell me the airline has refused! I spoke to Austrian airlines service line and they confirmed the agent should be making the change as upto 2 letters are allowed to be amended and I am only asking for one! But you won’t! I am incredibly frustrated and worried my 12 year old daughter won’t be allowed on the flight! Please help

I booked a holiday to Greece with lastminute.com. I injured my hand and have been trying to change the whole holiday. After so many attempts I gave up and decided to cancel the hotels. I am trying to change my flight and cancel the other persons flight. I have been communicating with ryan air. As the booking was for myself and the other person I need to complete a verification form for ryan air to seperate the two flights. My booking is not being accepted and ryan air suggested I contact last minute. I cannot phone and speak to anyone as when I do I only have the option of knowing about my refund which is a recorded message.

It appears that last minute have locked me out of changing the flights or ryan air even though my flights are not until Monday.

This is outrageous and is preventing me from accessing a product that i have paid for.

When I showed up to the guest house, nobody was there. I waited 3 hours after several calls to your office and I was under the rain with my family. We paid for another hotel. DO NOT STAYat “YOUR HOME IN DUOMO”

Please reimburse the money I paid to you, that place is a scam.

the place you charged me for was a scam/ nobody was there to check me in.

Please see below chatline and response cut off.Booking reference ID [protected] Last minute.com.Checked Thai Airways to get e ticketand message:

"provider failed to fulfill request"

Conversation between customer and agent

Virtual Agent (30/07/2022 17:57:42) : Hi, I'm Lia, the virtual assistant at Lastminute ?

Virtual Agent (30/07/2022 17:57:43) : What's your name?

Customer (30/07/2022 17:57:55) : Michael Worsfold

Virtual Agent (30/07/2022 17:57:57) : Do you have a reservation with us?

Customer (30/07/2022 17:58:01) : Yes ?

Virtual Agent (30/07/2022 17:58:03) : Perfect! To retrieve your reservation, enter the email address

you used to make your booking.

Customer (30/07/2022 17:58:17) : [protected]@msn.com

Virtual Agent (30/07/2022 17:58:19) : Is [protected]@msn.com the right email address?

Customer (30/07/2022 17:58:22) : Yes ?

Virtual Agent (30/07/2022 17:58:24) : You can read the privacy policy available at

https://www.lastminute.com/en/info/privacy/bravonext.html

Virtual Agent (30/07/2022 17:58:26) : Now I need your booking number (Booking ID). The Booking

ID consists of 10 numbers. You'll find it in the confirmation email for your reservation.

Customer (30/07/2022 17:58:44) : [protected]

Virtual Agent (30/07/2022 17:58:47) : From what I see, you tried to contact us a moment ago. Don?t

worry, I?ll make sure your application is processed as soon as possible.

Virtual Agent (30/07/2022 17:58:49) : Ok, how can I help you?

Customer (30/07/2022 17:58:56) : Other

Virtual Agent (30/07/2022 17:58:57) : Okay, maybe it's best to pass your case to a human

colleague. Wait online, I'm checking to see if my colleagues are available.

Customer (30/07/2022 17:59:19) : All I want to know is when e ticket will be issued for this booking?

Agent (30/07/2022 17:59:29) : Hi Michael, I am Aju. how may I assist you?

Customer (30/07/2022 17:59:58) : All I want to know is when e ticket will be issued to this booking

Agent (30/07/2022 18:01:04) : Please allow me a couple of minutes to check your booking.

Customer (30/07/2022 18:01:17) : ok thanks

Agent (30/07/2022 18:03:49) : Thank you for your patience.

Agent (30/07/2022 18:04:34) : I wish to inform you that as we can see in our system we have

confirmed your booking with the airline and sent you the confirmation email with the detailed

itinerary of your trip.

Agent (30/07/2022 18:05:28) : If you want the e-ticket for your booking you can manage your

booking on the airline website with the information provided in the confirmation email.

Customer (30/07/2022 18:06:32) : Yes I understand but when checked have e ticket numbers but

these have not been issued.All I want to know is when the tickets will be issued?

Agent (30/07/2022 18:07:25) : I wish to inform you that your e-ticket will be issued by the airline you

can download it from the airline website.

Customer (30/07/2022 18:08:44) : Yes but made payment by credit card and thai airways have

advised these but unable to get printed out.Is there a delay between payment and ticket issue?

Agent (30/07/2022 18:13:04) : I wish to inform you that your ticketing has been completed and your

booking is confirmed. Please try to manage the your booking on the airline website with your flight

PNR and surname.

Customer (30/07/2022 18:16:12) : I have done that already but it is not recognising the pnr/Booking

reference.I have printed out the reservation confirmation from thai airways.Although have document

showing e ticket numbers these have not been issued.E tickets are confirmation of booking and

should be issued virtually immediately so can you find out what is going on?

Customer (30/07/2022 18:20:52) : I would add that have had payment problems with our

international flight to bangkok which ended ended with my wifes intervention in Bangkok paying for

this on our behalf and tickets were issued straight away.

Agent (30/07/2022 18:21:11) : I wish to inform you that as I can see in our we have already

confirmed your booking with the airline.

Customer (30/07/2022 18:23:36) : Yes I know about confirmation but you are supposed to be acting

on my behalf.When are the tickets going to be issued as fed up with thai airways and getting

nowhere getting tickets which are required in advance of travel.Why not your Company contact them

and find out what is happening.Realise that there is a time mdifference and that is why I am asking

for your help[

Agent (30/07/2022 18:24:52) : Please allow me a couple of minute to check your booking.

Customer (30/07/2022 18:25:04) : ok thanks

Virtual Agent (30/07/2022 18:30:06) : Would you like to receive a transcript of this conversation via

email?

Customer (30/07/2022 18:30:33) : Yes ?

Virtual Agent (30/07/2022 18:30:35) : Your opinion is important to us. Please help us by answering

the following question.Based on your experience with our Chat, how likely would you be to

recommend our services to friends and family? Enter a number between 0 (poor) and 9 (excellent).

Customer (30/07/2022 18:30:45) : 0

Virtual Agent (30/07/2022 18:30:47) : Our customer survey is now complete. We appreciate your

feedback.

Virtual Agent (30/07/2022 18:30:48) : Thank you for contacting us.

For above can you explain what is going on

Thank you

Michael Worsfold

In 2021 I booked flights to CORFU via Lastminute.com. Both flights were cancelled. My booking reference was [protected].

The flight out was with Agean Airways, the return flight was with EasyJet. I eventually received a for the outward flight but have still (after nearly 2 years) not received the £915 owed for the return flight. Lastminute said they had not received any payment back from EasyJet and to contact them myself. I did this and eventually on 1st May 2022 they told me my money had been refunded to Lastminute.com.

Lastminute.com deny they have received the funds and told me to seek the transaction ARC number - I managed eventually to get this from EasyJet and submitted it to Lastminute.com. I check in every month but am just told they need more time.

The final straw came today when the Lastminute.com web and phone systems failed to even recognise the booking reference - they have essentially removed all lines of communication on this matter. The telphone system says it will send a link about your refund but guess what ... the link goes nowhere.

THIS IS TOTALLY DISGRACEFUL BEHAVIOUR - THEY HAVE MY MONEY - I HAVE PROVIDED THE EVEIDENCE THAT THEY HAVE MY MONEY - AND THEY ARE REFUSING TO GIVE IT BACK

I have phoned so many times about my refund for a flight dated 4/9/20 & 10/9/20 which were cancelled due to covid restrictions.

I received a voucher for one part of my flight but not the second part. Each time I speak to someone I get told that their second refund will be sent despite still not receiving it. I spoke to somebody on 7.3.22 and she said she had requested the second part of the refund again. So because I have been waiting for this to book my flights my first voucher code had gone one out of date. Also we were not allowed to travel within the year anyway so a voucher valid for a year was not very helpful at that time when the pandemic ws in full swing.

The reason I’d been waiting is for the second part of the refund which I told would be on the way last time I spoke to someone which it was November 2021.

Booking ID [protected]

Birmingham to Corvera

04 Sep 2020

-

10 Sep 2020

This is not even showing as a valid booking no on the chat option. I simply cannot waste any more time on the phone to last minute to be told the same thing every time with no outcome.

As mentioned will be making formal complaint unless this is sorted out immediately and I am sent two vouchers to cover my entire trip.

Becki Lloyd

[protected]@yahoo.co.uk

[protected]@hotmail.com

Good morning,

I had an issue with my seats, so I book them true lastminute and I go charged extra and then when I had to do boarding pass airBaltic again asked for booking seats but my seats have been already reserved when I bought my tickets with lastminute. On receipt I got different seats but on Airbaltic boarding pass I got different seats. I am not satisfied because when I asked air hostess she was rude and customer service was awful she replied that I should be happy that I have seats and she cannot do anything.

I didn’t receive what I paid for!

I am looking forward to hear from you back how to solve this problem.

Kind Regards,

Karline Prabhakare

I booked my trip from Birmingham to Geneva in July 10-14, 2022

3 days before my trip, I received a message on 06/07/2022 and 07/07/2022 stating that the in-bound flight from Geneva to Birmingham via Frankfurt ( LH5767 and LH958) is cancelled. This last minute as I was due to fly on 10th July.

Since, I couldn't get a flight to accommodate my timing, I cancelled my trip and requested refund of £269.84.

I got a message from last minute - with 3 options

- refund through travel credit £289 (valid for 12 months)

- refund through voucher £269.84 (valid for 12 months - cannot be cashed)

- Direct refund from airline £230 + I need to pay last minute £30

I wanted my amount back - since I cancelled my trip because the airline cancelled my flights. I am not at fault here.

I don't want refund through voucher or travel credit.

I called the customer service on 22/07/2022 at 14:10pm - the person Mr Hassan who handled the call said - choose voucher and at 11th month, i can convert voucher to cash - when I asked him to send me an email, he refused to send and said out conversation is recorded. I read the terms and conditions - it clearly said, I cannot convert voucher to cash.

I sent an email to last minute and they said they got £230 from airlines and they are forwarding to my account - but they are asking for £35 handling charges. This means

- I am losing £39 from airlines

- I am losing additional £35 from lastminute in the name of handling charges.

In this current difficult period, why I have to lose £69 for no fault of mine.

I need justice and I look forward to get the same.

Hi Team,

Sadly as I didn't receive my boarding pass before my flight as processed by last minute.com it affected my processing time and resulted in missing my flight, the wedding of my brother the next day and losing 850 pounds for my flight and package accommodation on holiday package. I have tried everything and Wizzair or your customer team told me that there is nothing they can do. Could you please advise how I would like to raise a complaint as no alternative flight were provide, me and my son are really devastated.

Online check-in was paid in advance and I was informed last minute that it was unsuccessful. I arrived 2:30 hours at Gatwick airport with only hand language. The airport was saturated and long queue were experienced to complete my checking with my son.

Kind regards,

Katharina Och

Hello,

I am writing to make a formal complaint at the conduct of Lastminute.com who have held my money to ransom for the past two years.

On 27 December 2020 I made a booking to fly to Montego Bay with my family as I had seen some reasonably priced flights. I booked the tickets and paid with my credit card. I was immediately informed by email and text that my flights could not be confirmed at those rates and my ticket would therefore be cancelled and a refund given within 14 days.

I have not received my refund as promised and I have incurred interest charges on my credit card for the past 2 years! I CANNOT afford to continue paying this whilst not receive a refund that I am legally entitled to. I have called and been promised a refund on several occasions however I just keep getting told that it is processing. I demand a resolution to this. It is unfair that I am out of pocket when I booked a flight in good faith only to be told in less than 5 minutes of booking that my flight could not be confirmed. Can I have my refund?

My partner and I live together in Sierra Leone working for a charity called Home Leone. We are expecting our first child in September. I am a British National and he is a Sierra Leone National. We made an application for a visa for him to visit the UK with me for Christmas but it was refused. We then tried again for him to travel to the UK with me for the birth of our child but it was refused again, however, we have put in an appeal and are waiting to hear back.

As part of our evidence for the visa to show his intention to return to Sierra Leone when his UK visa expired we booked return flights for him. We booked our flights through lastminute.com and paid a little extra to allow us to make changes to the flight in case we had not heard about the visa decision. Our flights were booked for 5th July arriving in the UK on 6th July.

When we had not heard back from the appeal we made the decision to alter his flight. We made a request through lastminute on17th June to postpone it to 19t August. We heard back on 18th June from lastminute with a price quote and were asked to click the link saying, "yes, I wish to proceed." We did this and were told that our response had been logged and someone would be in contact with us.

When we did not hear by 4th July, I contacted lastminute through their online chat. I was speaking with an agent and explained the situation. Contact details were taken early on in the conversation. They asked us to wait whilst they worked on our issue. They then closed the chat. There was no information given or an update, they just simply closed the chat. Later in the evening, sometime after 8pm we missed a call from an unrecognised number and then received an email from lastminute.com stating as we had failed to answer the phone we would need to start the change of flight process again. We immediately went onto the website and logged in to try and change the flight. We were told that as the flight was withing 24 hours we could not modify the flight. We then sent an email to lastminute.com explaining the situation. We received a generic email response saying someone would be in contact with four working days. We then contacted them through the online chat on 5th July. We spoke to another agent who we were too late to modify the flight as it was on the same day. We explained the situation and finally they agreed to put our request through. Just before I got on the flight home we received an email saying there were no flights available on 19th August and we would have to put the request in again.

Upon my return to the UK, I contacted lastminute.com through the online agent and explained the whole situation. She informed me that we were too late as the flight had already departed. I explained again the process we had been to and that we had already modified the flight and accepted the price quote and were simply waiting to pay. She said again we were too late.

We spent £1600 for these flights, paying extra to be able to modify them and taking the risk to book them in the first place hoping they were serve as evidence for the visa and that they could then be used. Lastminute.com are not letting us change the flight and delayed processing the change of flight request until after we were not able to do anything about. I am unsure what to do and am hoping you may be able to help.

As we are still waiting on a decision from the appeal, there is still a possibility my partner may be able to get here in time for the birth if they let him. However, if lastminute.com do not honour the flight change we processed then we will have to book a whole new flight.