LastMinute.com
Reviews and Complaints

Went to book flights to the Philippines to attend my father's funeral the money was taken and received a booking reference [protected] and [protected] then received an email saying my booking was cancelled and my money will be refunded in 5 to 10 business days! How can I book for another flight if they have nearly €2500 of my money... it's not even for a holiday it's for a funeral! The lady I spoke to was no help she said they don't have my money but just frozen and will be released in 5 to 10 working days!

Now I cannot attend my father's funeral... I missed my mother's funeral 9 months ago and now this!

trying to get last minute/virgin to re-issue the return leg of booking reference ESROML or give us another date that is favourable but not functional line or agent to deal with

I booked a trip to brussels on the Eurostar 17th January - 19th January with accommodation. booking ref [protected] Thomas Hewer

A few days before my Eurostar got cancelled, I contacted Last minute and tried to get my train time changed , I was happy with a shorter break as both legs of journey had been cancelled

I tried messaging, and phoning many times and was assured my booking would be changed.. it wasn't changed and I've had zero communication from lastminute.

Reference booking [protected]

Dear Sirs

I had a booking for a holiday which I needed to postpone due to current covid requirements (our vaccines would not have been within the 14 days required). I tried to call lastminute.com a couple of times but no one seemed to know what I should do.

4/1/22

I finally got through to someone who was extremely unhelpful, didn’t understand about what to do regarding covid restrictions and so told me the best thing to do was go onto the website and my booking area to amend and rebook. When I went on to the website the only option is to press cancel. I actually wanted to rebook later in the year but there was no option for this. The cancel option I have had to use in the past for that website allowed you to choose to either get a refund or voucher but on this occasion it just went straight through to say your cancellation request is being dealt with and not to call or contact as it would be dealt with within 15 days. The next morning I woke to 2 emails - one stating that my refund was being processed (at 00.37am) and to click another button to get the refund, the other was sent at 02.04am saying the refund has been processed and to go to the booking site for more information. Obviously I was asleep when these emails came through but when I read it I saw that it says that as I had not informed them how I would like my refund to be processed (I wasn't asked!) it was going back to the card I had used to book with.

5/1/22

Spoke to Fabian, explained my issue. He confirmed the amount owed was £404 on a voucher and £356.03 onto a credit card and said he would get someone to call me.

No one called and at 16.41 I received an email to say I was being credited £135.46 onto a voucher and £286.04 onto a credit card.

Called at 17.30 rang for 17 mins then got message saying everyone was busy and was cut off.

7/1/22

Spoke to Jessica and explained I hadn’t received all of my refund. She said there was nothing they could do to help but said as I had cancelled it would be an admin charge - £338.53?! I explained I hadn’t wanted to cancel it was due to covid restrictions and that as no one had been able to help me from lastminute.com I had had no alternative but to cancel. I said there’s no way £338 which is 40% of my booking was an admin fee. (from a past booking I am aware that the admin fee should be £35 per person so this would be a total of £70. Even though I don’t feel I should pay any admin fee as I only had to cancel due to covid restrictions and actually I have been doing a lot more admin than any staff at lastminute.com). She then spoke to someone and said it was due to the flights being non refundable! If I had known any of the booking was non refundable I would not have cancelled. I never wanted to cancel in the first place just move the booking due to the restrictions which have now been lifted! She was extremely unhelpful and just said there was nothing she could do.

10/1/22

I contacted BA and Easyjet through messenger to ask about the flights. They both informed me that at that time BOTH my flights were still live and had not been cancelled. Easyjet also said that they would offer a full refund.

12/1/22

I contacted lastminute.com again who said that my BA flight refund had been requested but not the Easyjet. He said he would get someone to call me back

I then received this from Easyjet

Jan 12, 2022, 10:12 AM

easyJet

easyJet

Hi there Gill. I am sorry for the delayed response. I checked your booking K299PPQ and can confirm that it is for the 16th January from Tenerife South to London Gatwick and is still an active booking. Thanks, Ebrahim

11.16am I received a call from Amar at lastminute.com who said he would put in a request for both flight refunds. I also asked for a breakdown of the refund so that I could see exactly what money I had not been refunded from my original payment. He said this couldn’t be done?! He said he would escalate my query and I should hear back ASAP.

(Messages from easyjet)

Jan 14, 2022, 4:18 PM

easyJet

easyJet

Hi Gill, I am sorry for the delayed response. I have checked and can see the booking has been cancelled and refunded. Nadine ��

Enter

Jan 14, 2022, 4:57 PM

You sent

Do you know where it has been refunded to as I don’t seem to have received the money back? Thank you gill

Jan 17, 2022, 5:31 PM

easyJet

easyJet

Hi Gill ��

, I am sorry for the delay in reply. Please be advised that the refund was processed back to the original method of payment on the 12th Jan 2022, and would take up to 7 days to reflect. As the booking was made through a 3rd party, you may need to contact them to claim the refund. Thanks, Monrose

Seen by easyJet

21/1/22 Called and spoke to Claudia and said that I had had a message back from Easyjet to say my refund had been processed on 12th January but I have not received it. She said she would escalate this again. I explained I wanted to rebook and if I am going to have money on a voucher I obviously would rather wait to use the voucher.

27/1/22 Called and was told it was still being escalated and to wait for an email.

2/2/22 Spoke to Amelia. She once again said that I need to wait for an email from them and she would escalate my query. I explained that it’s been escalated now 4 times and I have received no email, no phone call, no explanation and no refund! She said there was nothing more she could do!

My wife and I booked a break for a late honeymoon which was meant to be for may 2022 somehow our booking was mixed up and somehow may 2021 was put in. We only found this out when the guest house phoned us on the night asking if we were going to make it.

Further to this a voucher that we had for our wedding was added to upgrade this booking

The holiday has been re booked but the voucher has not been refunded as according to lastminute.com as it has already been allocated to the original holiday they won`t refund it.

Neither lastminute.com, who`s voucher it was, booking.com who they booked with or the hotel, the beachside guest hotel in llandudno admit any responsibility for the mistake

I am very angry about this

Initial booking was for 30th may to 1st june 2022

I have screen shots of booking confirmation and all the corresponding emails with lastminute.com`s customer care team

Please look into thanks

Good Afternoon

My name is Stanley Nwankpa I made a booking on the 12th January 2022. It showed flight reference numbers for both parts of the trip. On looking again I then realised that the journey from Abu Dhabi to Dubai was by road. Which we were unhappy with. Right from the start I have been given incorrect information from several different staff members and very confusing messages. Not one person told me that I could transfer my deposit to another flight destination. I have called on several times and been miss informed constantly each time. I paid a deposit of £867.70 as a deposit for the booking and had a balance of £4916.98 to pay. I do not want to lose my deposit but I have now received an email yesterday stating I owe 1946.71 Euros for cancellation fees and that I need to pay it. On my last minute account it's still showing awaiting refund from the supplier. I also purchased the premium service package cover to cover any mishaps. I was spoke with a member of staff today at about 9am called Keon who was quite helpful. I called on the 16th, 20th, 25th, and 28th of January.

Booking ID [protected]

I have not received the amount back in full.
Amsterdam went into lockdown and Lastminute.com cancelled our booking. I want the whole amount refunded please.

Hi, I and my wife have recently booked and taken a holiday booked through yourselves, the bulk of the booking went fine although 2 days before our planned return journey, you sent an e mail to us telling us that Ryanair had cancelled our return flights. As you can imagine, this caused instant problems as at that stage we had firstly to try to confirm this e mail as correct, this was near impossible as trying to find a route to find someone to talk to over the telephone from Spain is a mission in its self, also I had to try to contact Ryanair as a result of this e mail, this caused the same contact issues. After spending ALL day making telephone calls and incurring additional roaming and call charges to my mobile bill, it emerged that in fact our return flight had not been cancelled by Ryanair and my and my wifes day had been totally ruined. This was our first booking through yourselves and we both feel that the false information you sent us in the e mail totally ruined a complete day of our holiday and unduly caused extra unexpected costs for my wifes 50th Birthday break. The e mail you sent to us informing us of the cancelled return flight was received on the 22nd Jan with the booking I.D [protected]. I am interested to hear how you propose to compensate my wife and i on our lost day of holiday and additional costs incurred by your miss information. thank you Stephen & Wendy Marsh.

I have book the ticket on last minute on 19/01/2022 and have not receive any confirmation from them. I check the website profile not showing my booking. I check my card transactions not showing the payment. I try to contact last minute on the chat page on 20/02/2022 when I seee it's almost midnight and they assume to call me back in 12 hours but no one call me.
I think that the payment not run through so they may be cancel my booking. I then book from other website the flight ticket and after 4 days later the last minute cut money from the card. And now showing the booking.

As last minute have issue with there website so I need my full refund of my ticket as i have now two ticket

Booked a flight via LastMinute.com for my employee from Birmingham to arrive in San Jose (California) departing 25th Jan 2022 and returning 2nd Feb 2022, got the schedule and notification that the details and E-Tickets would be sent to my email once I had paid for the flight which was £805.00.

My employee arrived at the check in desk at Birmingham this morning at 3.15am (25.01.2022) and there was no record of a booking for him, thankfully the Virgin Check in Clerk managed to book him onto the flights necessary for him to get San Jose today.

It is only this morning that I have read reviews about lastminute.com parent company have gone bust and obviously another company is using its Website and details with payments disappearing to Chiasso in Switzerland. AVOID LASTMINUTE.COM AT ALL COSTS

I used Skyscanner which I have done many times before with no problems and it took me to the lastminte.com webpage and payment page so any third party website that takes you to last minute.com you are best coming out of the scam page and starting again.

Booking ID [protected].
London to Split - U2 8397 (Jul 13, 4:40 PM-8:15 PM)- Easy Jet
Split to London - W9 7901 (Jul 20, 9:40 PM-11:20 PM) - Wizz Air
Hi,
I have booked the above ticket in error Yesterday at 8pm.
The intention was to book,
London to Split - U2 8397 (Jul 13, 4:40 PM-8:15 PM)- Easy Jet
Split to London - U28398 (Jul 20, 8:55 PM-10:30 PM) - Easy Jet.
I booked the tickets but once I received the confirmation, I resized that that incorrect flight got booked. I immediately called you up. but you were closed (Sunday 23/01/2022 just after 8 pm). So I called up next morning (Monday 24/01/2022 just after 9 am) to tell the incorrect ticket was booked. I think the ticket was saved in my Internet cookies as I had almost booked this old ticket in the morning of Monday 24/01/2022 before realizing the two airports in London are different. It looks the same ticket got booked in the evening. I will request you the cancel the ticket as I had informed of incorrect booking almost immediately and we are still within 24 hours of the booking done for July, 2022. thanks.

Mrs. Jacqueline Bryan.
6 Ballycaseymore Hill, Shannon, Co. Clare. V14 CX36. Ireland.
Date: 18/01/'22
M: +[protected]
Booking ID Ref: [protected]
Trans. ID: 5LH158134W676583P
Invoice ID: [protected]_1_1
Note: We paid through Paypal and they have logged the complaint with the Merchant, yourselves.
We have contacted Paypal to request ‘Lastminute.com' to refund the payment for our flight booking due to an erroneous connection between outbound flights which we didn't notice before making the payment. However the Paypal rep. who made a note of our reason for cancellation on the phone to me yesterday, did not record the correct details about the flights, totally got it wrong. I need Paypal and yourselves to replace that incorrect reason with the actual reason outlined below. Thank you.
We want to book again with workable connecting flights. Our main complaint is the one we booked it now turns out is not feasible, and should not have been posted as a viable option for us to choose/lured into it not noticing originally that it necessitated moving between Airports.
We wanted to book return flights from Shannon Airport(SNN) to Dubai, UAE which had a connecting flight from Heathrow airport.(we chose/wanted the more cost effective option of indirect flight to our destination and return home). The time between connecting flights was 2hrs 30mins which is just about sufficient time to move between terminals in the same airport(Heathrow). It was just after completing the booking and printing the docs. that we saw the outbound connecting flight from London was in fact not from Heathrow Airport where our flight from Shannon is to land, but from Gatwick airport, across the City. This connection is impossible and unworkable in such a time frame to change airports across London. This is a totally impractical package and should not be sold as a viable option. So for that reason we require a refund as soon as possible so that we can book correct and connectable return flights to Dubai. Thank you.
Note: The person/Paypal representative making note of our reason for cancelling this flight in fact got the reason wrong and the claim report file she states that we thought it was a direct flight. The above I have set out to redress this misunderstanding. Thank you.
Jacqueline Bryan
M:+[protected]

Good evening,
Last August my daughter booked a room at the Grand Burstin Hotel in Folkestone. She had previously stayed there and was not told of the requirement to take personal identification. Upon arrival, the receptionist refused her entry saying she didn't look age 25 when she needed to be 18. She did not have her ID but did have a photograph of it which was refused. I tried for over an hour to contact the hotel but to no avail. My daughter and her friend, 2 18-year old young women then had to arrange alternative transport home on a Saturday night, in the dark for a 4 1/2 hour journey. We have contacted you many times to request a full refund.
The Grand Burstin said that they did not take the fee for the booking so you are still holding it.
Booking ID [protected], Elizabeth Raphael-Jackson email: [protected]@gmail.com.
I again request that you refund my daughter in full for her booking that she was unable to utilise. I also ask that you ensure all details are clear when booking such hotels so the correct information is available.
I am astounded that I am still having to chase this and that you continually refuse to accept responsibility for this situation. It is wholly unfair to take payment from a young person then refuse to refund them when they were unable to utilise their booking.
I await your response and trust that you will do the right thing and refund my daughter in full, forthwith.
I will also add that she had to pay a lot of extra money to arrange a return journey home when she already had the return journey booked but was unable to use this as her stay was not permitted.
You and the Grand Burstin should be ashamed of your behaviour towards these young people.
Maxine Raphael M: [protected] [protected]@hotmail.com

I requested a change to my booking with lastminute.com and I gave the details on the phone to Barabara and she said she would process it.
However i got a notification today that the dates we had agreed in May were not available and therefore the booking could not be changed.
When i got this notification it was too later to pick an alternative date and i an no told that the hotel booking was not changed or cancelled and they will keep my payment.

the booking id: [protected]

This is not acceptable as your agent took responsibility for this and did nothing about it until it was too late to change or refund

Lorraine Kavanagh

The website was listing one price throughout all the steps of the flight booking, yet on the last step when I entered my credit card data it seemingly changed to +50% of what was offered but hadn't given any indication for it except for a popup informing me that the credit card type had been automatically changed.

It seems they write a price that is supposed to be for a Dinners card (which I suspect hardly anyone uses anymore) and if you enter another credit card type they will up the price and not inform you about it (I only realized this afterwards trying to backtrack my steps to see what had happened) as nothing about the price comes up in a popup which appeared about the credit card type change leaving you to think the price hasn't changed at all except for the credit card type.

Just as soon as I realized this I tried contacting them and asking why this happened and asking for a refund if the price listed initially won't be honored.

Their last email I got from them after writing I'd go to the bank and the authorities is supposedly going to give me 90% of the cost, but I suspect they had no costs at all yet and even if I were to agree to it the wording seems to indicate that there won't be a cash refund but a voucher to use with them.

I will not be dealing with that company ever again and am requesting a full refund as it was requested within minutes of the charge occurring.

I will also be asking the bank to take the charge back from them and would like to know if the bank succeeds do I owe lastminute.com any explanation what so ever. I have not agreed to anything but a full refund from lastminute.com and won't be in principle even if the ticket fails.

I booked a return ticket to South Africa for 2. Booking ref [protected].

The outbound flight was cancelled with Turkish Air. The inbound was with Virgin and moved from a night to a day flight.

I called on the 14th to ensure the return was cancelled and told it was not...if I cancelled it I would have to accept charges. I had no option but accepted.

I have had a refund for the outbound and the case is now closed. I contacted last-minute on the 2 Jan and was told the Virgin portion was being looked at.

I was refunded £1102 but paid £1711 for the trip.

I have had no communication. The site shows claim settled and I have not been treated fairly. They are hard to contact and slow to do anything.

The company should manage both sections of the flight and refund both portions.

On the 28th November I made a booking online with lastminute.com, for a return flight to Colombo Sri Lanka with Sri Lankan Airlines.
On the 28th November 19.49pm I received an email from LM advising me to "Get ready for Colombo", claiming that my booking was confirmed (ID [protected]).
In the same email I was provided the airline PNR (passenger name record), complete with the flight itinerary I had booked - the whole shebang - flight numbers, departure/arrival airports and terminals, times, duration, the cost paid etc.
I was advised to use the PNR to check in. This to me was a confirmed booking. I thought no more of it.
Also on the 28th November at 19.48 I received an email to alert me that a payment to LMNEXT UK had been authorised by myself to be made. £611.88.

On the 9th December, the day before I was meant to fly, I attempted to check-in online using the PNR provided by LM. I thought perhaps the SL Airlines site was down, as my reference was not registering on their site. In an attempt to find a contact number for LM, I discovered two emails in my spam folder. One dated 30th Nov 15.56 stating that LM were unable to confirm my request, and that my payment would be refunded. This was sent from a ‘no reply' email address.
The second email, same date and time claimed to have processed my refund.

I eventually managed to get a contact number for LM, and apparently due to an increase in the cost of the flight, LM had cancelled my booking.

At no stage had LM contacted me to offer me the choice of paying for the increase - this is a procedure they purport to follow. They just proceeded to cancel the booking.

Incensed, I had no choice but to contact SL Airlines directly, and unsurprisingly they still had my details. The PNR as originally reserved by LM, with my personal details and flight details - albeit now, all cancelled. The flight had been reserved, but not paid for, and as time had lapsed, the price had increased. And because of this increase caused by delay in payment, LM cancelled the booking

The cost to reinstate the booking was over £400 more than the original cost booked with LM. £1029.00

I've been waiting for a month to have my flexible flight changed, ( online request filed on Dec 17th) have called last minute a dozen times, spent a fortune, they are not doing a thing, my flight is supposed to be after tomorrow (and I am in Raiatea, need to buy a flight to get to Tahiti, which is likely to be full if I don't buy it in advance) but they are impossible to reach, they told 5 times 'an email is going to be sent to you tomorrow but it'sbeen a month now and nothing has been done' they don't even have an email for customers, just automatic courrier! I need to go back because my mum is at the hospital, it is urgent, if she dies there while they do nothing ( I have a flexible flight for that) they will be hold responsible Booking is [protected]

I booked a holiday 8 weeks ago from a local airport to Greece. The following day, I realised I had made a mistake with the dates, and I needed to move the date back a day or so, although this could be within a week.

I was told by the agent to simply log onto my account and manage booking and make the request through there. I did so, and was given notice that this could take 3-4 day's.

However, 5 weeks later, and 19 calls later, I decided to call again. Once again, this was being made priority !

After 7 weeks, I did receive a call. I informed the agent that I was MORE than happy to travel from ANY UK airport, and was also happy to change the hotel if necessary, anytime 2 weeks after My original booking.

During this time, I checked for flights from the UK and ALL offered Me the same hotel, with with MANY options of different flights from different airports. Any would do - I just wanted this sorting.

I have now received 3 emails telling me that all of my requests were not possible for some reason ?

I decided to cancel. I made the request on My " Manage My Booking". I was once again called back advising Me that if I chose to cancel, I would be charged £900 !

PLEASE PLEASE HELP!

Is this worth taking to a court hearing ?

I booked a trip with you for my 40th birthday to Budapest. This is the second time I have typed this as you either ignored my first contact in December or your own system (submitted on lastminute.com website) did not send it properly.
When I went to check-in for my return flight on the 5th December (the flight was for the 6th Dec), I learned it had in fact been changed to the 14th December! Ridiculous for a long weekend break!
On looking through my emails you had sent a change to me from the 7th December (these flights were changed multiple times it seems) to the 14th December but you only highlighted the time of the flight not the date! Your generic email was not satisfactory in notifying me of such a major change. I am currently dealing with a much smaller travel agent about a flight change of 1 day and they have emailed and called and will not accept the change with the airline until I have confirmed I am aware and happy with it. You send one, generic unclear email and think this is ok to tell someone their flight has changed by over a week!
I know the flight changes are not your responsibility but notifying me is. As such, I had to purchase new flights to ensure I could get back in time for work.
To resolve this I want you to refund me the extra charges I incurred having to purchase new flights with Ryanair. I can provide all invoices. I also lost a full day of sightseeing, which I am not happy about at all, also the time I had to waste on my short, birthday holiday to arrange new travel home and the contact made to you since my return.
The flight cost was £93.33, I want this, plus £50 for the inconvenience to resolve this matter or I will escalate it to ATOL