LastMinute.com
Reviews and Complaints

I booked online this morning for a return Loganair flight from Southampton to Edinburgh from 27 to 30 November 2023 and a three night stay at Voco Hotel Haymarket. I did not receive an email confirmation so checked my account online with does not recognise my email address and tells me my booking (reference [protected]) was booked using [protected]@yahoo.co

Obviously this is not a valid email address and in spite of numerous attempts to email them and use their dreadful support assistant, all I receive are automated replies telling me that I am not using the email address with which the booking was made. Catch 22!

I really need to talk to a human being but any phone number I have managed to find for them is invalid. I have paid a deposit of £462,56 so am anxious to sort this out as soon as poosible.

Hi there!

I am writing to you to tell you that your service is awful! There was NO hotel resevation.When I have arrived to Larnaca Flamingo hotel 25 of September with other 2 friends ,there were no booking for us. We needed to find accomodation in the middle of the night in busy Larnaca resort and next few days were moving from one hotel to another. You not only make this holidays hell for us, i have been forced to pay again a lump sum of money from my account. I am waiting for explanation from you and who is responsible for this disaster.

Natalia Featonby

I went onto book flights today, I'm still waiting for them to be confirmed! Just at the last minute, after selecting I don't want to upgrade to free cancellation etc it flagged up on the page and I pressed ok, not realising that this had been added to my booking. I don't want the extra charge of £57 for this service, I already have full holiday cover in place.

I have tried to phone but have been directed to chat only, I can't chat as my booking isn't confirmed yet. This is causing me stress that I could be doing without right now.

Hi,

I am writing complaint regarding my return flight booked with Lastminute.com. The flight is scheduled for this year in December, I requested a change from lastminute of my return from Rome to Dublin change to Berlin to Dublin on 3rd January. Airline Aerlingus could make this change but request should come from Lastminute agency but lastminute failed to call Aerlingus and failed to provide any proper support which is only available via chat.

I called Aerlingus to cancel the return flight which is on 28th December from Rome to Dublin. They have cancelled and confirmed this but Lastminute is not issuing any refund even thought flight is cancelled 2 months before the actual date.

Regards

Sharan

Booking ID [protected]

I did a date change request three days before the departure and got a new schedule emailed. I confirmed the total cost of change but no more information was communicated or refunded or taken off my card. The dates of travel has passed and i urgently need to rebook for October.

PLEASE ASSIST AS I CAN NOT CHANGE IT ON THE APP OR ON MY CUSTOMER ACCOUNT AREA.

[protected]@starcargo.co.za

Booking is for Emma Mellors

As the lead passenger Andrew Elliott Gordon 60 Trowbridge Road Bradford on Avon BA151EN I booked a flight to Toronto Canada departing on 30th October and returning on 9th November with one stop over at Iceland with Last Minute.com the booking included my wife Tetyana Shchedryna. Payment of 577.13 pounds was taken from Halifax Credit Card in 15 July 2023. No confirmation of the flight/tickets been received and no refund has been received on my credit card account statement. I have reported this anomaly to my Credit card provider who will be taking the appropriate action within the legal time frame. Why did you take the payment and not provide confirmation/tickets?

Hi

I have been issued with a credit note no. 23NPKOA-036276 to the value of £544.95 on the 19/6/23 for a holiday booking ref LYXEY4, leaving Southampton

on 4/6/23 (This holiday was cancelled due to the death of my wife)Hotel booking ref [protected]

Try as I may, I can not get through to last minute.com as their system will not recognize me in order that I can arrange the refund. I have sent them a letter but this has been ignored.

All I want is the funds to be sent to my account;-

Halifax

sort 11 06 97

Account [protected]

Chris Nicholls. 415 Winchester Road, Southampton. SO16 7DE

Be very careful and avoid the portal lastminute.com because they use a very dirty way of doing business. When searching for the best flight price on the Skyscanner portal, the best flight price and conditions were found on the lastminute.com portal. I selected the link and started the process of paying for the plane ticket, but after entering the credit card information and confirming the payment, the moment I pressed the "confirm" button, the price increased by 20%. Of course, the transaction authorization process cannot be stopped and the transaction is approved. I immediately called my card company and asked to cancel the transaction, but unfortunately, it was not possible. After that, I called lastminute.com's customer service and got the answer that I can get a refund minus the transaction cancellation fee or a voucher for the same amount, valid for one year.

Of course it didn't suit me, I was certainly financially damaged.

In this case, the financial loss is not the most important thing, it is an ugly way of doing business and fraud by the portal lastminute.com, changing the price of the product at the moment of confirming the transaction, when nothing can be done to stop it.

Please avoid the portal lastminute.com, because their way of doing business is ugly, unethical and absolutely unacceptable.

I note that I have been buying plane tickets this way regularly, several times a year, for more than 5 years, and I have never felt cheated in such a perfidious way.

Good Afternoon,

Ref No [protected]

Flight PNR A0HGYA

Dublin to Southampton Monday 31st July flying with Eastern Airways

Can you please provide information regarding this flight as I was not informed that Eastern Airways were no longer flying from Dublin to Southampton.

Can you please advise how best to go about requesting reimbursement for the cost of this flight.

Many thanks,

Mrs M Press

I purchased a trip to Fuerteventura (flight and hotel) through Booking.com who then passed it on to Lastminute.com

Had I known this in advance I would not have booked it - one only has to read the Lastminute.com reviews on Truspilot to see why.

My flight is 29th July 2023

On 26th July, Lastminute.com emailed me stating:

"It's almost time for your trip to Fuerteventura. Our Check-in NoProblem service is included in your booking: as soon as the airline opens the online check-in for your flight, your boarding pass will come through to [protected]@gmail.com, and will also be available in your account area."

As part of the package, then, they had promised hassle free check-in, a paid for service.

On 28th July, so just a day before my flight was due to depart, I received the following email from them:

"We regret to inform you that we could not complete check-in for your London Stansted to Fuerteventura flight, departing on 29 July 2023, due to a technical issue.

We've issued a full refund for Check-in NoProblem using the same payment method you used to book. We recommend you check in online manually, as the airline may charge extra for checking in at the airport."

So, although offering a refund for the "service" they did not provide, I was required to go through a very complicated, time-consuming and stressful process just to try and verify that I had a booking with the airline (Ryanair)

Even worse, as part of that process, the airline stated: "This booking was made through a third party travel agent who has no commercial relationship with Ryanair to see our flights"

This was never communicated to me BEFORE sale of the product to me.

Had it been so communicated, I would never have opted for such an arrangement.

In addition, this seems to be wholly at odds with a promise to manage check in on my behalf

In the end, I had to pay an extra £30 just to book two seats on the plane for me and my partner.

Because of the delay in informing me of the issue, my partner and I are not even able to sit together on the four-hour flight

This is totally unacceptable commercial behaviour

To whom it may concern,

I made flight booking from VIE to DPS via lastminute.com. My departure time was 28May23, and arrived back on 11Jun23.

On 26May, I received a flight change notification from Batik Air related to the flight from DPS to KUL for the return filght (leaving on 10Jun2023).

With the new flight departure received, the transit time was only 50 minutes in Kuala Lumpur, that compromised the continuity of my travel back to VIE.

After several attempts of contacting both Batikair and lastminute.com (via email, chat and even personally in DPS airport), I haven't received any solution, so I had to purchase another airplane ticket for the affected part of my back journey. At the same time, I submitted a refund request to BatikAir, based on their email instructions, however, I did not receive any solution so far. At first BatikAir sent me complaint that they are not able to idetify the flight. Later, I received instruction to contact the travel agency to submit a Refund Application Authority (RAA) form to the flight agency, but this step was declined by lastminute.com via chat member, and I cannot reach any team member via email, as they are not replying to my emails, only automatic notifications are sent by them.

Please provide solution to my issue asap.

Regards,

Tekla Sudi

I booked a hotel on the 15/07/2023

This was cancelled on the 17/07/2023. However, Instead of getting my money refunded into my account, a message came up saying I would get a voucher.

This was not my choice.

I immediately contacted LastMinute.com who informed me that the money would be transferred to me.

I am still waiting for my payment.

I cannot accept a voucher, as the payment was for several people.

Please can this be looked into as a matter of urgency

Booking ID - [protected]

We have booked a package holiday to Lake Garda staying at Camping Europa Silvella, departing 29/09/2023 and returning 06/10/2023.

I noticed when checking our holiday information that the check-in closes at 21.30pm. Our flight doesn't land until 23.05 and the transfer is around 1 hour. Once I noticed this I contacted Lastminute.com via there website to try and arrange a different flight so we could arrive in time for checking they replied on the 3rd July was that you were unable to confirm changes as the date/time/services are not available and that you had checked a 3 days range.

I asked how were we meant to check in when the campsite check-in closes at 22.00 and why were they sell flights/packages if your unable to check in. We have emailed the campsite and not had any response.

Due to us not being able to check into our accommodation we had no choice to cancel the holiday and there was no way of contacting anyone to discuss change the whole holiday and I felt like Lastminute just weren't very happy in resolving our issue.

I would like to make a formal complaint if this could not be resolved

Are we entitled to a full refund due to them selling a package holiday where we can not even checking.

My Email address is [protected]@sky.com and contact telephone number is [protected].

I filed a complaint on 8/6 via an email and also via post but to this date, despite contacting customer services via email and talking with the customer service chat service, I have not been able to receive any response to my complaints and not even an acknowledgement email or letter advising me they are dealing with my complaints. Please see below my complaints sent on 8/6 to customer service at lastmunite.com in regards to reservations:[protected] & [protected]:

From: Ivana Slivkova

Sent: 08 June 2023 16:54

To: Customer Service ;

Subject: Re:Reservations [protected] & [protected]- Complaint

Hi

I would like to raise 3 complains, unfortunately.

No entitlement to reservation refund on [protected]

I cancelled my holiday as I had no reason to believe I wouldn’t be entitled to a full refund:

I checked the terms and conditions of the cancelling before I decided to cancel just to be sure I would get a refund and there was nothing to indicate I wouldn’t receive the refund & also there is a grace period during which you can cancel holidays and would get a refund. 2)I contacted the agent to inquiry on the refund just to be 100% sure that I could get a refund before I cancelled holiday. The agent from 12/5 advised that I will be getting my refund just need to be patient and it should be done within 2 months and they are awaiting confirmation from the airline. I told the agent to advise me correctly whether I will be getting my refund because this would effect my decision in cancelling. I was told I would get it. If I was told that there would be no refund for the reservation fee, I would not have cancelled my holiday. The only reason why I cancelled my holiday is because I decided to change the hotel so I booked a new holiday [protected], to the same destination, on the same days, just a different hotel. I was reassured that the refund would be returned. 3) Another agent from the same day advised of the same. 4)The website advises that my refund is pending and a confirmation from airline is awaiting a so indicating that a refund is possible.5) 6/6- contact with the agent inquiring on the update on my refund. An automated message advising that they are handling my refund request and it can take up to 14 days. This message clearly reassured me the refund request is still in process and an email will follow. 6) However I wanted to talk to an agent to just double check. Agent logged in on 6/6 and confirmed that a cancellation fee of £16.27 was deducted for failing to pay the remaining balance on the holiday. I was absolutely fine with and well aware from the email they sent and I knew, according to the terms and conditions(I read prior I cancelled my holiday) that I would be charged an admin fee. So I was well aware of that. I was also aware that if one fails to pay the remaining balance and doesn’t cancel holiday, the agent reserves a right to deduct the reservation fee I already paid(this was also mentioned in the terms and conditions I read prior to cancelling my holiday). However, I asked the agent whether the reservation fee of £183 was deducted as this is the fee I am inquiring about and this is the fee I am requesting the refund of. He advised that the refund is less than the cancellation fee. My refund is £183 and the cancellation fee is £16.27 so it is not possible for this statement to be true. I asked again this time more directly, as the agent wasn’t clear, how much money they collect from me. He again confirmed they collected £16.27. So I asked again given I felt the agent wasn’t telling me the whole truth, whether they collected my reservation fee of £183. He went on and on about again how they collected the cancellation fee of £16.27 and mentioned something about deducting the refunds value that I should receive from the airline. It was very confusing and indirect. So I asked the last time whether they collected the reservation fee and whether I will get the refund. The agent said they didn’t collect the reservation fee and they only collected £16.27 cancelation fee. Then I said that I already paid £183, he kept on and on again about cancelation fee again. It was very frustrating to talk to somebody who just didn’t listen. So I asked perhaps for the 5th time if not more, whether they did or they did not collect £183 of reservation fee. He finally after so many times asking the same question, admitted that they did collect the reservation fee. This is highly unprofessional giving constantly misleading information via agents, lying, and via the website indicating the refund is underway.

Request: Please advise whether I am entitled to a refund of £183 of reservation fee I paid.

Unprofessional,misleading, incorrect information from the customer services and the website on my booking [protected]. Customer service needs to be better. Training needed how to deal with customers with a professional manner and assist them, contactable agent at the airport.

Failure for the Bus Directo shuttle bus to pick me up from the Malaga Airport on 2/6 landing 10:10 and failure for a safe drop off at Malaga Airport on 6/6. I arrived at the airport on time, if not a bit earlier, didn’t wait for luggage because I only had a hand luggage. I didn’t wait at the passport control because I have EU passport and there were only about 5 people waiting at the passport control in that queue whereas the rest of the plane were queuing at the” All passport” queue so I was out in a good time. When I arrived at the exit I was looking for my name, the agent Bus Directo, but I couldn’t see my name, couldn’t see the company. I have came out of the airport, looked around for the shuttle busses with the name Bus Directo as indicated on my booking form, I went back inside the arrivals again and looked again for my name, I did that twice, and yet I couldn’t see my name and neither the agent. I asked at the information desk and I was pointed out to speak to an agent at the other agency opposite the information desk so I did approach, I asked about Bus Directo, but he said that’s not them. So I called the number on the booking form to seek urgent help. A man on the phone picked up, told me to look for the agent, I said to him I couldn’t find him, I have looked and looked and I cant even see my name, there were so many drivers at the arrivals and I believed I scanned everybody. He said there was nothing he can do and advised me to rebook myself. I said I don’t know how! And he said that he already explained to me how and he asked me what do I want to do? I said I don’t know, I need help and don’t know what to do and whether he can contact the driver, or the agent! He said he already explained to me I need to rebook myself, he cant contact anybody and he put the phone down on me. At that point I had no idea what I would do in a foreign country, all on my own, not speaking Spanish, so I thought I might give it the last go and start asking random people at the arrivals to see whether anyone can help me. There was a man who pointed me to a man in a blue shirt who had a small logo written on his shirt “Autosol” and on the other side of his shirt there was Bus Directo. I approached this man who was surrounded by people and I asked him whether he is the shuttle bus and I have a booking. I was seeking help. His first words were: “Cant you see lady I am speaking to others who were here before you” You need to wait!”. I put exclamation marks because that’s how he spoke to me. I said to him “I had no idea and that’s not something I would be aware of. “. There was no way I could know who these people were, whether they were waiting for the loved ones, or just arriving and looking for a driver as there were many of them and many people, or seeking help from Bus directo agent or whether the agent already served them and it doesn’t even matter because it doesn’t matter what the situation was, this is not the way you speak to a customer who is hiring your services, very patronising and rude. What he should have said was:” Hello,no problem, I will get back to you shortly, let me serve/deal with these folks/customers first”. It was appalling. So I waited, as instructed, until he served all people. Guess what? When he finished, he looked at me, passed me without a word and ignored me and moved few meters away. Thats it. He knew I was waiting to be served, I had paper in my hand, and yet ignored me. So I came up to him and I said I have been patiently waiting as you have instructed me, why are you not dealing with me? He asked for my details, and walked away and didn’t come back and the next thing I see he is talking to others. I went after him and I asked him whats happening with my transport, he said I need to speak to another agent and he sent me in a very rude manner, patronising, to speak to a man who stands at the signs as soon as you are arriving, before the security guard. I said I cant see anybody standing there where he was sending me, he was saying I should look better and he is there and said” Dont worry, we are professionals, we do this all the time”! And then he walked off. I went there and there was nobody. I knew there was nobody because I could see it from far hence why I told him there was nobody but I followed his advise. There was a lady standing next to the stand from another travel agency and I asked her whether she would not where to find a man who stand at the desk, she said she cant see him. At that point I felt I wanted to cry, I felt humiliated, felt like this is not a nice start to holiday, being welcomed by a very rude man who cant help me, a customer service officer who put the phone down on me, and I am there on my own in a foreign land. There was a lady further away who overheard me asking a question about Bus Directo and she asked me to come over. She said that she is from Bus Directo. I said how can you be when you sign says “Autosol”. Autosol isn’t on my booking form. She said something about different providers etc. She checked my name and said I am not on her list and asked me to go and speak to an agent at the arrivals. I said to her I already spoke to him and he sent me here. She said I need to go back to him to check with him whether I am on the list. I said to her he already checked my name and I wasn’t on his list. She took me back to him and asked him to check again my name. He wasn’t attending to me, as rude as he was, that was no surprise. He was speaking to other people, constantly disappearing, walking around, I literally was chasing him across the airport, if there is a camera, this would make a funny movie for some because the security guards if they saw this must have laughed how on earth this girls is spending an hour at the airport and chasing this guy and not being helped. He was constantly ignoring me, checked on the system eventually, couldn’t find me, left me with no advise, just left me standing there. At that point I had enough, decided to get a back of some sort or taxi but before I did, I gave it the last try and I asked him the last time what has happened to my shuttle bus, why am I here and hour and yet don’t have any answers, why was I left behind and whether I will get transport. He said “Ok, let me call them, see whether they pick up, maybe you were not registered for a pick up!”. I said” I am registered because the agent on the phone when I talked to him found my booking”. The agent called, standing by my side for the first time, speaking Spanish of course, and he was listening to somebody on the phone and at the end he spoke and said to somebody on the phone:...accident, ..taxi, ...refund. He then turned to me and said “there was a delay, driver delayed, accident, will be here soon, maybe 20 min, 30 min, you wait there for him. “ I felt he was lying, wasn’t telling the truth and after how purely he was trying me, I decided to leave and get a taxi. My start to my holiday was already ruined, anxiety being in a different country on my own, not knowing where to go and what to do, relying on a service to safely bring me to a hotel failed, didn’t get a phone call from anybody looking for me, no text message, email, nothing, no board with my name, nothing. I left the airport, and found a taxi line, got a taxi. Thankfully my destination was close by, only 20 min drive so the cost I assumed wouldn’t be astronomical and there were plenty taxis waiting so didn’t need to pre-book myself. I paid £21 euros. My experience with the return journey to the airport Malaga wasn’t better either. The driver was 20 min late despite arriving in a private car with no other passengers, he was driving very fast, and so fast that the board with the paperwork flew across the car front and landed on my leg, hitting my leg and now I have a bruise, he could easily cut my leg because the board had a silver clip which was sharp. When he got to the airport, instead of nicely calmly parking the car in a bay, he stopped by a parked car (with a driver in it dropping people) so closely that I barely opened the door, and as I was getting off, he handed me my hand luggage and at that point the car that was parked by our side moved and almost run me over, my foot with the wheel! I had to step aside, lean on the taxi to avoid this from happening. Had I had kids with me or elderly, that would be a highly dangerous situation even more!. I watched other taxis parking and they nicely parked their cars in the bays, or they stopped at a safe distance from other cars so the passengers got out safely. Absolutely horrendous experience.

Requests: 1)Customer service training to be provided to the airport agent(s) and call centre on how to deal with customers, be polite, professional, courteous, respectful, welcoming. After all this is your first point of contact on your holiday and nobody should be left shamed, with anxiety and no assistance. A company director should pay a visit and do an undercover boss inspection to see how the service is poorly run. We are all human beings and there is no need for a poor service.

2)I would also welcome if I could be explained why was I left at the airport Malaga, why my name wasn’t on the board, why I wasn’t helped,why was I shamed by ignoring me throughout and receiving rude attitude, and why I wasn’t called on my phone.

3)I would like to request a refund of £21 for my taxi journey to the Hotel Palmasol for the inconvenience caused

I look forward to hear from you.

Many thanks

Ivana Slivkova

No doubt lastminute.com provides good offers on flight tickets. So, I booked flights with them back in November 2022. Later, I requested Lastminute.com in December to change the date of my journey and they did it immediately, I really appreciate their quick response. But in this quick response, they made a mistake and charged me an incorrect additional amount (€ 100+).

They initiated a refund email the next day where they asked me to provide bank details because they don’t pay back to the credit card. When I click on the provided link, it said “Thank you, we have received your info!” without entering any details. When I complained to them the next day regarding this they (lastminute phone CC) said that the link seemed to have some problem and they will send a new link, which showed the same error when I clicked on the provided link. This time I reached both CC departments by phone and email and described my problem.

After, playing ping-pong with them for at least two months they asked me to provide bank details by email in Feb 2023 because still, their form link is not working. What a shame their IT team cannot fix a small broken link problem. Anyway, without hesitation I provided my bank details by email. Even after providing all details, they are miserably failed to pay back yet.

My refund request has been on hold for almost 7 months, and I have contacted them numerous times via chat, phone, and email, but nobody has been able to process it. Their channels don't seem to be transparent and nobody knows what is happening in other departments. On top of that whenever I call them, each new customer executive starts from scratch, regardless of what previous executives did. As a result, their customer service is truly appalling and I seem to have hit a brick wall.

Dear Customer Care Team,

As communicated with Matias Ghiglia today (three times on the phone), we were advised to wait until the flight of 14th of july at 07:00 a.m and contact Matias or the callcenter if the flight got delayed by a minimum of half an hour. This was unfortunately the case as our flight got delayed for the third time from 07:00 a.m. to 07:30 a.m and for a fourth time from 07:30 to 10:30 a.m with no guarantee that this flight will depart on the time given.

Moreover, in my conversation with Matias we were discussing the option to get a full refund if the flight got delayed for the third time or even a fourth time. I want to therefore file an official claim with this e-mail to get a full refund meaning a full cancelation of the flights and hotel accomodation. This was also agreed upon with Matias. You will find all the necessary documents and proof of this situation. I find it very upsetting that I have to cancel this holiday, with not only the reason of the flight being delayed more than a couple of times due to technical difficulties but in addition not being able to enjoy our vacation from the very beginning. Due to the fact that this experience brought us a lot of unnecessary stress from not having any feedback from the airline company and staff in question (2:45 a.m. on the 13th of july till now and tomorrow), we had no time to enjoy what we have paid for.

I will attach images, documents and other proof under this e-mail in PDF-format to support my claim.

I would like to add a note that Matias told us we would get refunded €485,60 for the first night we missed and if the flight were to get delayed from 7:00 a.m onwards on the 14th of july, we would get refunded the remaining total amount (you can refer to PDF Invoice_Total_Costs_Hotel_Flights).

I hereby request a response as soon as possible.

Best regards,

Drs. Ilias El Mzouri