LastMinute.com
Reviews and Complaints

I booked a trip to New York through lastminute.com for a surprise 30th Birthday present for my Fiancé on 20th February 2022 to fly Wednesday 12th October 2022 to 17th October 2022. At the beginning of March we found out my fiancé was pregnant and would be due in October meaning she wasn't allowed to fly. Due to this I went onto the app to see my options and selected cancellation for a refund. Since this, I have been refunded £137.42 from the £1186.38 I have paid so far. I have presumed the rest of the refund was on the way back to me as each time I checked my booking on the lastminute.com website, it showed that my refund was in progress and also on the app it states they are awaiting a response from the airline. Screenshots taken of both today attached. As I have been waiting a while for the money to come back to me, I called lastminute.com to check what was happening to be told as it was a voluntary cancellation, we had received all that we were due back, and they will not be returning the £1048.96 owed to myself. This is obviously frustrating as although we have been pointed to the terms and conditions by lastminute.com in relation to cancellations, we have been led to believe that a refund was on its way. Since cancelling the holiday, my partner has sadly suffered a miscarriage and is no longer pregnant therefore she is now able to travel as originally planned in October for her birthday. We have medical evidence we can provide of the miscarriage. Due to this, I asked lastminute.com if there was a possibility of reinstating the holiday so we would not lose out on the money. the lady I spoke with today (26.04.2022) told me it was not possible as the flight had been cancelled. I have just checked and the same Aer Lingus flights travelling from Manchester on 12th October 2022 at 13:10 to JFK Airport landing 16:25, and the return Aer Lingus flight traveling from JFK on the 17th October 2022 at 18:25 landing at Manchester at 16:25 are both still bookable. Please can you help us or inform us where we stand with this?

Hi,

I won a voucher from my work as a Christmas incentive. Worked really hard to come top of my region to win the incentive. 

Did not get chance to use the voucher, as covid struck. But now, looking to book a holiday and use the voucher as part payment. Only to find out, voucher cannot be used, as its expired.

Upon ringing customer service was told cannot re-activate voucher through them as its expired, but need to contact your selves. 

Could you please re-activate this voucher as a gesture of good will. 

[protected]@yahoo.com 

Many thanks

Mrs.Jacqueline Tutin

170 Bramerton Road

Bilborough

Nottingham

NG8 4ND

United Kingdom

24/04/2022

Dear Sir/madam

I am writing to complain about our booking with you, ref.[protected], please see attached schedule.

We were booked to fly from Birmingham UK to Melbourne Australia with Lufthansa, departing on 02/04/2022.

On arriving at Birmingham we were informed that there was a delay on our flight to Frankfurt, this delay was apparently due to snow in Frankfurt, this delay of nearly two hours resulted in us missing our connecting flight to Singapore. On arrival in Frankfurt on 02/04/2022 we were directed to the service desk which, after some delay, we were given hotel accommodation in Frankfurt overnight, we did not arrive to the hotel until after midnight. We had to spend the next day in Frankfurt and we were told to go back to Frankfurt airport at around 5.30 the following day, 03/04.2022, to get next flight to Singapore at 9.55 pm. We boarded the re booked flight to Singapore, but after 20 minutes the pilot informed us that we had to return to Frankfurt airport due to problems with the aircraft, but pilot said we had to circle for an hour to dump excess fuel before we could return to Frankfurt. On arriving back at Frankfurt we again had to wait in line to be given accommodation in Frankfurt for a second night, it was around 3am before we arrived at hotel, we only got 4 hours sleep as we were informed to return to Frankfurt airport at around 9 am so as to rebook yet another flight to Singapore, we had to wait in line for over an hour to arrange this, also due to delays we had to take another PCR test because our original tests had run out.

During these delays we had no access to our luggage as it had been kept at the airport, therefore we had no extra clothing or toiletries during this time.

This had an impact on our health, I have a skin condition that worsened due to delays and stress involved as medication was in checked luggage, also my husband suffered severe swelling in legs due to these delays. I have attached photo evidence.

Also, we had arranged for our son to collect us on arrival in Melbourne, but due to the delays, he had to re schedule 3 times with work.

We should have arrived in Melbourne on 04/04/2022 but in fact did not arrive until 06/04/2022, this lost us 2 days of our holiday.

This was a special holiday for us due to lockdown and my son had just welcomed our first grandson and we were looking forward to meeting him.

Therefore we are demanding a full refund of our flight cost plus extras as we also ended up spending more money at the airport for essential refreshments during these delays.

These delays caused us a lot of stress and distress.

Cost of flights £2504.80

Essential refreshments due to delays £100.00

We expect a speedy response to our claim.

Regards

Jackie Tutin

Ref: Voucher number [protected]

It is with regret that I am having to make a complaint. We were given this voucher (despite requesting a cash refund as we had insurance) due to the coronavirus epidemic. This situation was completely out of our control so we would expect a company of high moral standards to do the right thing by their customers. A full cash refund should have been given.

We have tried to contact yourselves several times to request the voucher date be extended or a full cash refund be given. Indeed, Last minute received full payment back from the airline we were using, and we had insurance.

Today we managed to get through to an advisor on the phone who said he was unable to extend the voucher as it was too far from the expiry date. Today is the 24.4.22 and the date of expiry is 6.522. That is 12 days. He advised us that we needed to call back 2 days before the voucher expired to get the extension. This is simply a ridiculous request 12 days before the voucher is due to expire. As I explained on the phone, contacting last minute so close to the voucher expiry was too risky especially as it has proven so difficult to get through on the telephone, there have been no replies to previously sent emails and chat is not available for this issue on your website.

We have been unable to make a complaint through the website and have requested a senior member of staff contacts us within 48 hours.

Originally booked flights from Manchester to Bangkok, requested a change of flights and dates. As expected the price changed slightly, they got back to me so quick with a quotation. I accepted the quote and then it took 3 weeks for them to send me a email stating they tried calling, but couldn't get hold of me. Then they said prices will increase to make this change as its taken so long.

1. Last minute did not try calling me I can promise you that.

2. I rang everyday for 3 weeks to try get the ball moving, sometimes even up to four times a day! They always said they will ring back in a few hours, but never did.

3. You went against your terms and conditions with the full flex stating priority service, I can ensure you now there has been no priority service.

4. Last time I rang up, they said my request is still in progress and then had the nerve to send me that email stating they tried calling me 30 minutes after the phone call ended

Lastminute.com offer adding on a full flex service at the end of your flight booking which is marketed to offer you 90% money back in the case that you want to cancel your flight. However, this has been wrongly communicated and falsely marketed as when I went to request this 90% refund, you actually in fact only get a mere 50% back of what you paid. I find this absolutely ridiculous as it is an absolute waste of an add on and incorrectly marketed.

Booked flight for for people to faro t o Manchester on the 19th April. I. Thought I had paid for on board baggage with seats. When we got to the boarding area she said we hadn’t got priority boarding and we would have to pay for the luggage again which cost £152.66. When looking on your Ryanair website the package you offer doesn’t exit and I feel you miss sold the deal and that we should have had priority booking then we wouldn’t have had to pay for bags twice which put a dampener on-a wonderful week end and would be great full if you would look into kindly refunding for the baggage paid to Ryanair booking I.D [protected]

Mrs D Graves

I paid extra to make checking in easy, I had no problems using my boarding passes for the flight out but for my flight from Alicante to Leeds Bradford airport I was told I could not use the last minute boarding passes that I was sent. I was told that I must download the Ryanair boarding passes or have to pay £20 per person for this to be done at the airport. This was very distressing for myself and my partner with 2 young children and not being able to access the passes on line as they wouldn’t download, despite spending over an hour trying. This made our trip home very stressful. I appreciate that the boarding passes had been attached to the email but it wasn’t clear anywhere that the lastminute boarding passes wouldn’t be acceptable and that the Ryanair ones had to be used or I would have ensured that I did this before hand. £80 and 2 upset children later we we’re finally able to check in. I will never book through last minute again 😡

I had booked flight tickets from Bengaluru (Indian) to Edinburgh (UK) and return through lastminute.com and the airline was Indian Airlines. I travelled from Bengaluru to Edinburgh on 8th of November 2019 & my return ticket was booked for departure on 25 March 2020. Due to pandemic the airlines cancelled the flight of 25 March 2020. Then I had to book my own ticket to return to India. All along the lastminutes.com said they will refund the unused ticket price which as per the promise was £479. It's been more than 2 years now I did not get any refund. I called lastminute.com many times and every time they promised they will refund it. But now when I checked my online account on lastminute.com they have changed the status to 'non-refundable'.

I booked return flights from London to Bquilla with the options of adding up luggage on my return. On the booking had the option to added up return luggage for 85 pounds, when I tried to used this option in the reservation, I was giving a return email saying that somebody will contact Mr by email. Received email stating to contact airline directly. Which I did. The airline told me that can only added luggage to part of the trip . To call back to lastminute. I called over 7 times. With not help at all . I suggested for lastminute to changed my flight so I can added up my luggage. I set this request on the 29.03 by the 16.04 nothing was done . From the 12.04 . I requested the same. ALSO help support nothing was done. I am about to leave Colombia with no idea what to do with my luggage. Lastminute just lie TO ME AND SEND EMAILS RE NO AVAILABILITY FOR CHANGES. SUGGEST FOR ME TO SPEAK TO THE AIRLINE. I HAD SPOKEN TO THE AIRLINE SEVERAL TIME , THEY HAVE BEEN VERY HELPFUL .THE AIRLINE CAN ONLY ADDED UP THE LUGGAGE TO MADRID FOR 250 DOLLARS. AGAIN CANNOT UNDERSTAND HOW LASTMINUTE COULD HAVE SOLD A TICKET WITH NO LUGGAGE AND KNOWINGLY IS DIFFERENT AIRLINES.

Hi

I booked a holiday to albufiera with my girlfriend and have had a very disappointing experience using lastminute.com for this holiday. We had a 40minute wait just to to get to security with no warning about the large delays at Dublin airport and we’re unable to get fast track in any way or form due to the airport fast track being sold out and our flight tickets being booked through your company. This delay was followed by a 1 hour on flight delay due to faults with the Ryanair plane door not being able to close. We had to wait in the freezing cold plane with no complimentary food or drink for the delay. This was already a bad start to the holiday and unfortunately when we arrived at the hotel, we were waiting again, this time for the booking to be found on the hotel system as the hotel dates were booked onto their system were for different days than we booked.

This caused more delay as they had to change the booking. Luckily they had a spare room available that we could have however in the case of it being busier times we would’ve landed at the hotel with nowhere to stay due to booking errors on your behalf.

On the return, our flight was delayed again another 30 minutes which was another stress on our behalf.

The overall trip was exhausting with a very stressful start and finish. The trip felt very unorganised and there was a lot of confusion and  misinformation.

Regards

Matthew Rooney

I cancelled my holiday in August 2021 due to a death in the family under a free cancellations booking with lastminute.com.

I had to chase them for 3 months to get my money back, only finally getting the hotel money by contacting the hotel directly.

Ryan air then went on to confirm they had refunded the flights (as it was a death) on the 29th October 2021. I have had nothing from lastminute.com and everytime I ring to enquire how long it will take I get told a different story as to why I haven't got the money.

I have been told there is a 'glitch on the system', 'the money hasn't been refunded', 'not sure whats happening', 'sorry we will escelate' which never align. I spoke to 2 agents in one day and was told 2 different stories as to why I haven't received the refund.

They have my money as confirmed by Ryan air, so this is just theft now.

I was informed by them the day before i left for Krakow 22/3 that Jet 2 had cancelled flight back on the 28/3 and that i was now changed to Klm via Amsterdam back to Glasgow. it said on email if i did not contact them within 48hrs they would accept on my behalf. i called them and was told it was Jet 2 fault and this was the only flight available to get me home that day, so he would process this immediately while i was on line.

On the day i was due to fly back there was no record with klm online booking so i called last minute at 10am cet. i was told there was no booking for me i should have called 2 days previous, i pointed out what it said on email and the phone call i had that if they replay message they would hear operator confirming booking. Operator not interested blaming me would not let me speak to manager would have to put a request in for one. He told me that he would pass all details onto relevant dept and i would receive call or message to let me know what was happening as my flight was at 1800 that day..

After an hour i had not received anything so i tried to call back, i attemted over 170 times to get through but kept getting answer machine, emails and texts were also ignored. When i got to airport i had to wait on Klm desk opening only to be told there was no record of booking and as it was within a couple of hours to flight i could only book again through the desk but would be over £1000 which i did not have!

i got through straight away to Last minute using my wifes phone which should by number had been blocked, i was told again i could not speak to manager it would be 24/48 hrs there was nothing they could do but still they belieced i was flying with Jet 2 despite telling them it had been cancelled.

i ended up paying for a flight 5hrs later to edinburgh then travelling to Glasgow to collect my car, we never got home to nearly 4am.

I have tried caling them again but my phone is still blocked all i get is i have to wait on manager to call me they wont compensate me and 2 weeks later i am still waiting!

On February 11th 2022 I booked a trip from Switzerland to Cap Verde for the period Sunday February 13th to Saturday February 19th. On the next day, on Saturday, my wife and I had each a Covid-19 rapid test and my wife got back a positive test result. Immediately we got contacted by the health authorities and we were asked to enter quarantine at home. Right after getting the positive test results I tried canceling the booking for which I paid EUR 2450 by credit card, however, the website did not allow me to make any changes to the booking. So I called the customer support phone number, where I was instructed to send all the relevant documents per email, including: the positive test result, passport copy, signed authorization document for processing of the personal information for solving the refund request. After sending the documents there was no response from the Customer Care representatives, so I continued to send emails asking for confirmation and for the status of my refund. However, there were no replies back from LastMinute.com. After that I sent a new email, starting a new email thread, where I was asked again to send the same list of documents, which I did for a second time. Today, two months after the original booking was canceled I still received no response from Customer Care.

I believe the quality of service could be better, especially given the advertised quick resolution of the Covid-19 related cancelations. I would have gladly accepted a refund, or a voucher from LastMinute.com, but nothing like this was even mentioned to me.

You have sent me a credit note and I am trying to book another holiday. I can not see online how I enter the credit note details. I can not speak to anyone via the phone number provided as my phone provider will not except 0871 numbers to me for free. I have a limit on my phone and it will not let me call you. I have seen a holiday in Tunisia dates 7th July 2022-21st July 2020. It is at the Hotel Solymar Beach Bi El Bey Plage Ejjehmi Soliman 8020 Soliman. It is a standard double room or twin room. I would prefer the standard double as I am a large lady. It has free breakfast, evening meal and half board option and I would like that one at 436 pounds added 10kg case for the hold and transfers. If you are able to call me to finalize this booking. Also then I would need to double check that both parties will have the correct information, so that I know everything is as it should be. I will also need a phone number that I can call for any reason I feel I need too. I hope that we can sort this out, but if not I request a full refund for the initial payment I made before Michaela Blackford 41 Glenwood Close Princess Park Chatham Kent ME57NR Tel; [protected] or +[protected].

a very bad company

the third time take money for insurance,which you can't use...after canceling the flight she say will refund your voucher minus the money for insurance

I lost a lot of money with them,and i lost lot of hours on phone waiting to someone ansferring

I asked for my money back and they told me it was impossible

Bad,bad,bad ...company

Due to covid I had a trip from SYD > NZ cancelled, with a flight credit confirmation email sent for both my departure and return flights [protected] and [protected]). I recently received an email from last minute stating I needed to use my credit and complete travel by June 10th 2022 - very difficult given my occupation as a nurse and ongoing travel uncertainty, this was also not outlined in my credit guarantee. I contacted last minute on 27/3/22 to discuss my options, and the man on the other end stated he could not book further travel for me or locate my credit as Qantas had taken over my booking, dismissing my questions and queries.

I then searched my Qantas confirmation codes (5EN558 and 5EMWFC) provided in my last minute credit confirmation email on Qantas.com - the numbers were listed as invalid. I then contacted Qantas directly on 31/3/22 and was on hold for 4 hours, not being able to stay on the line due to needing to go to work. I called Qantas again on 4/4/22 and was on hold for 5 hours before a worker answered my call. When I explained the situation to the lady, she apologised, searching for all my available itinerary numbers and apparent Qantas confirmation numbers last minute had provided - there was no information.

The Qantas worker had told me that she had callers recently with the same issue from last minute, and they were sending consumers back and forth with different stories - Qantas taking over credits being one of them. I called last minute again shortly after and further explained my situation. The last minute worker had told me that she was unable to process my credit for another flight or locate ability to refund, again stating Qantas had taken over the credit. When I asked if I could use the credit for a domestic flight, the worker told me I needed to pay a $69 fee to waive any flight price differences and I would only be able to book this through Qantas.

I am extremely frustrated at the back and forth of last minute and their inability to provide customer satisfaction

I made a booking on 28th March when confirmation email was issued baggage and insurance where added to booking bumping up the price to over twice what I was expecting I made a phone call straight away upon finding this and was advised the assistance package would be cancelled. When the refund was made it was only for the insurance. I then called again requesting baggage be removed from booking I was then advised someone would call me back. I had to call again today as no phone call had been received. The person on the line advised it was to late to cancel this baggage I did not request in the first place.

Booking Ref. [protected]

I purchased tickets for flights and accommodation for dates costing 1300+ on Saturday and still did not have confirmation of booking on Monday morning. All during the weekend I called the 24h number with no response and then emailed, again no response. I called on Monday morning 8am to be told they could not cancel my flight as they have 24hrs to confirm everything . I called again at 10am to be told the same. I stated the 72hr rule would take it beyond my flying out time...they still could not cancel my booking. I have been unable to complete my Spanish health form as you need a seat number. The customer service is not 24hr ( as they were unable to be contacted during the weekend) and the service today has been lacking in helpfulness. At the very least they should return my money. At this rate they may confirm flight but I will have missed the window to complete the Spanish health form. Very displeased. How do I get my money back? Please someone help me . In good faith I used this service and paid my money.

On Wednesday 30th March at 7pm we booked a flight with Lastminute.com on EasyJet. We paid 240.09 Pounds for a return flight from Bristol to Lisbon, Portugal. We realized the next day that we had booked the wrong dates and wanted to cancel the flight well within the 24 hour period so we could get a full refund minus the booking fee and cancellation fee. We canceled the flight and Lastminute.com offered us 3 shocking options. My wife is now in a battle with Lastminute.com trying to get our money back as the only options were vouchers for 24 or 14 or 8 pounds ? We PAID 240 POUNDS how do they then offer us 14 or 8 pounds back ? This is an absolute fraud. This is not ethical. This is so shockingly dishonest and a complete rip-off from a company that we trusted.

The booking ID Number [protected].

PLEASE can we have our money back?

Sincerely

Alistair Melville & Godelieve Vanstechelman ( Li Melville)