LastMinute.com
Reviews and Complaints

Booking ref.[protected]-Last minute flight from London Stanstead to Lisbon Flight FR1882.
Boarding passes which I've paid to be issued by them, came with the wrong names on it.
Also, I've paid extra for get all four travelling to go together and one of them was given a seat to far away from the others. called the services and they denied I did pay extra for it. the mom of two young kids had to travel to far away from her children.

Dear Sirs
I have tried contacting ladtminute.com by phone for 5 days calling on average 6 times per day .Always engaged or put on hold.
I have asked to change dates for my trip Malaga to Amsterdam on 24th Nov to27th Nov 2021.
The reason being Amsterdam has gone into Covid lock down.
They have replied and said the dates can not be changed as the hotel does not allow it .
This is rubbish. as I spoke to the hotel and they have alrjeady changed the date they only need lastminute .com to confirm the change.
The hotel has also confirned that Lastminute .com do not pay the hotel until we arrive.
So as we are not prepared to travel on original date LAST MINUTE.COM is keeping our money ..
As LASTMINUTE.COM HAVE STATED THEY WILL NOT GIVE US A CANCELATION EITHER.
My BOOKING ID [protected] THE BOOKING IS IN MY PARTNERS. NAME STEVEN FLOOD .
Regards
Lorna Marshall

booking reference [protected] made 27.7.21 for 17/18th Sept at Crowne Plaza Liverpool. £148.00

Arrived to find booking had been cancelled by the hotel and recieved no email from you to inform me or refund. We had my elderly parents with us at this point and had to find alternative accomodation at a cost of £358.00.

Also recieved a parkiing fine of £100 for 11 minutes at Crowne Plaza whilst being infomred we had no booking.

I contacted yourselves upon return and sent all the information as requested immediately to which you have. I have repeatedly been contacting you for over 2 months now to no avail.

I feel that this is totally unacceptable and i have requested to speak to a manager on numerous occassions and been told this is not available. I want a total refund for both hotels and the parking fine for inconvenience and disruption to what should have been a celebration weekend away was completed ruined by the lack of communication form yourselves in this manner.

Dear Team, I have requested to change flight date and time several times and been told no flights i called the airline to be told there are flights and why are they lying to you there are flights available, they don't understand why people are still using Lastminute.com they are ridiculous and advised me to complain ASAP
Dyane Kesto
[protected]
[protected]@outlook.com
ref:[protected]
I need this escalated to someone that can help as i need to get to a funeral my my daughters passport may not arrive and i want to be safe and not miss my flight

I booked a short break for 4 people to benidorm for september 2021, however the flights were changed by LM.com and we were unable to take them. We tried to cancel as we were told we would then receive an email with our options - we wanted to change the dates . The email never came and when we finally go through to someone we were told they would look to change the holiday - waiting for a call back some weeks later an email cam eot say it was now to late and we had to pay? I have sent a letter of compliant and had no response.

last minute .com aren't able to speak to any staff as they do not answer there phones it costing us a fortune . Leaving jersey sun 12th December for 3 nights C.I. flying to London Heathrow picking up luggage then in 3 hours get to London city the cost of £120 pounds get through security to board a flight to Prague this holiday is impossible and is making myself and husband ill Hope you can help us
[protected]@hotmail.co.uk
viv.[protected]@hotmail.co.uk
Kind Regards
Look Forward to Hearing from you
Viv &Mark Powell

Booked a trip hotel and flight to amsterdam. tried to cancel within 20 mins of booking. I have been told i am not enitiled to a refund although the airline in question have a free cancellation within 24 hours policy. I have called Last minute 6 times and every time they put the telephone down mid conversation. Shocking customer service.
I have researched my rights and and also plan to complain to CMA & ABTA. they have stolen and mis sold a package to me as i was not informed of thecancellation policy and still can not find it on their website.

[protected]
We stayed at the Holiday Inn Bristol centre on Oct 24-25. The mirror smashed all over gthe room cutting my hand late at night; coffee cups unwashed; lights not working despite complaints. The manager said we should receive a 40% discount but we would need to go through Last Minute. Com
Jeff Hart

[protected]@gmail.com
[protected]

Hi my husband booked tickets this morning
With e mail [protected]@hotmail.com
This is a invalid email and we have not received conformation, we have tried calling but to no joy we have tried last 5 hours so many different ways of contacting you,
Please send confirmation to above e mail
[protected]@sky.com

Booking ref
TTG47859368

I booked a flight to italy and I cancelled them four days before the departure date through my account on lastminute.com, once I cancelled them it made me aware I would receive an email soon regarding a refund. instead, I received numerous emails about my flight confirmation and I went to cancel them again however, it's now asking me to call, which I cannot do as I work full time and I have to look after family when i'm not working. this is really inconvenient and I would like a refund. i'm really not happy with this service at all.

I had flights booked to Mexico back in April which I had re-scheduled to November due to the current pandemic. I recently logged onto my account to find that the flights had not been re-scheduled at all and no longer exist. I have spoken to British Airways and they have been most helpful and have told me they are able to get me on the flight in November but lastminute.com have been extremely unhelpful, I have sent several emails and tried endlessly to speak to them on the phone but they keep cutting me off.

I paid for flights which have never taken place and now no longer exist, the customer service is appalling, this has caused me a huge amount of stress.

I either want my flights re-scheduled or a refund.

On 24 May this year I booked three rooms for six men in Dublin for February 2022 for a total cost of £1616. When the booking was confirmed, it automatically transferred all six people into one room with three double beds. Within 15 minutes I was on the phone to resolve this and actually spoke to an advisor who said they would get this resolved. Six calls, twice as many emails and two months later, I decided to cancel the hotel room for free as per the terms of the contract. They then offered a partial refund of £964 but did not state what it was for. I asked them to clarify as my whole holiday including the six flights was no longer available in my account.

In September, I raised an issue with Paypal for the lack of service provision. However, they found in favour of Lastminute on the basis that my flights were still available with them. Since then, I have written to them seven times and they just keep telling me to wait. The flights are not in my account, they won't answer the phone and they are no longer responding to emails. They clearly did not inform Paypal that they were (are) still witholding my flights and the £600+ I paid for them. They did provide the partial refund of £964 for the room(s)

I would like to take action against them. Appreciate your guidance. Regards (I can provide dozens of emails/screenshots provided originally to Pay)

Dear Sir / Madam,

I wish to complain in the strongest terms about a property that we booked via your website.

The photos in the listing presented a smart & clean hotel & on that basis we reserved a room for two nights, booking ID [protected].

The whole experience began badly because Joseph who I believe is the owner, did not answer his phone when we arrived leaving us stranded outside for 20 minutes.

We were taken down a tiny set of stairs to a 60 sq.ft. dingy basement room just big enough to fit a bed pushed up against the wall & a broken wardrobe. There was only two very small windows at ceiling level, looking out onto the bottom of a service shaft so there was barely any natural light.

This room unsurprisingly was not on their LastMinute.com profile & bore no resemblance to any of the rooms shown which looked very nice & formed the basis of our decision to make a reservation.

This is absolutely false & fraudulent advertising.

Less than 1m from the window was a noisy condenser that ran constantly. Neither of us slept a wink for two nights & it consequently ruined our trip to London. A bedroom that is too noisy to sleep in is not fit for purpose & should not be allowed to be used as a hotel room.

Please refer to photo 3 which shows the proximity of the condenser to our window.

Added to that, the room posed a serious Health & Safety risk putting guests at risk. The room was filthy. We didn't appreciate how bad until the following day because the light was so poor but the skirting boards & fan were thick with dust & the blanket & carpet were covered in stains.

The morning we left, we pulled the bed out to retrieve a mobile phone & saw what we'd been sleeping on top of all weekend. There was a thick pile of unidentifiable white dust, food wrappers, empty bottles & condoms. The bed obviously hadn't been moved for months & they had the nerve to include a £25 cleaning fee in our booking. This is unacceptable at any time but especially in a pandemic.

The glass wardrobe door fell off its hinges narrowly missing my husband's head & I scalded myself in their shower because the hot & cold feeds are plumbed in the wrong way around.

This was not a hotel as I was led to believe by your website. Just a very cramped doss house. There was no-one on site to complain to so I sent two WhatsApp messages to Joseph demanding action, but he never responded.

Please review the photos which I've attached to this email so you can see for yourself the appalling conditions.

As Joseph is using your platform to deliberately deceive people into booking into what looks like a very pleasant hotel but is in fact a slum, you must be made aware so that you can take the appropriate actions.
I demand a full investigation, his removal from your platform so that others aren't similarly conned & a refund of our payment while I consider whether to report the matter to the Environmental Health.

Regards,

Samantha Flavell
T [protected]
[protected]@climtaeq.co.uk

It's now more than 3 months I'm fighting with the customer service of Bravofly / Lastminute to get this issue solved : I booked a 5 sits on a flight in Apr20 from CH to FR in Feb 20. Due to the pandemic, flight was cancelled and I chose to get a credit note. As I didn't have opportunity to to travel and thus use this credit note, I asked for a refund, which was still possible as mentioned on the credit note. Since then, I've been sending emails and calling regularly the customer service, but didn't get a single answer to any of my emails. The call center is always giving the same answer:" we are fowarding your request, you will soon receive an answer"... very polite but totally useless. I've tried to get a manager on the line, but of course he is not available now but will call me back... which of course never ever happen
This is the most unacceptable customer service I've ever seen. Appears like it's made on purpose to rip me off, just unacceptable behavior from such a Company

My friend and I have had a very stressful and upsetting weekend end of July/beginning of August due to the absolute incompetence of lastminute.com. I have since spent hours on the phone to them and numerous of emails to and fro, but nothing has been resolved and I have still not been refunded.

I initially sent an email to [protected]@lastminute.com on the 02/08/21 which outlined the events of the weekend. The last email I received was on the 8/10/21 from the Escalated Care team - [protected]@lastminute.com 'We are currently working in your case and soon we'll give you a resolution.' I am still waiting.

The incident:
On Friday 30th July, I booked a hotel via lastminute - Burton Stone Inn - booking reference number: [protected]. My friend and I planned to stay in York Saturday 31st July, (using a voucher credit I had on lastminute, due to a flight cancellation in light of covid).

The weekend was set to be a very special one and one we were very excited about. We had made impromptu plans that day to meet up with friends in York on Saturday evening, friends that we hadn't seen in months due to covid, which included a restaurant reservation in the evening and numerous plans with them on the Sunday.

Saturday morning our hotel confirmation hadn't come through but we were keen to get on the road in anticipation for our long journey ahead to York.

We departed Hertfordshire and on route called the hotel directly. We were told no rooms were available and my booking didn't exist.

After several phone calls to lastminute.com, I finally received an email with my voucher recredited to use on another hotel. We then booked in at Park View Guest House in York - booking number [protected].

After a 4 hour drive we arrived at Park View Guest House at around 4pm, to be told that there was no availability and lastminute shouldn't have allowed our booking to go through. The staff member in the hotel told us that lastminute were already aware of the situation and should have contacted us to arrange alternative accommodation for us for the evening.

Regardless of being given this information I contacted lastminute directly and was told that alternative accommodation would be found for us for the evening and someone would call us back with details. So, we waited and waited, sitting in my car, outside the hotel we should have been staying in.

My friend and I then spent the next 5 hours sat in my car. During that time we phoned lastminute.com several times and kept being told we were high priority and we would be relocated to another hotel as soon as possible, at the latest by 9pm, which we advised was unacceptable. But, we were reassured numerous times we were logged as a priority 1 ticket and it would be dealt with.

During the 5 hours that lapsed, we had no toilet facilities or access to water. We didn't want to leave the car as we were parked on a residents only parking street and we did not know the area. We waited in high anticipation for a phone call, which never came.
We missed our dinner reservations with our friends and we had nowhere to stay. Please note I suffer with mental health issues and take medication for this. I am a vulnerable customer and they left me without accommodation for 5 hours. This was a very distressing situation for me.

By 9:45pm we were so tired and upset that we had no choice but to take matters into our own hands (we were in no fit state mentally or emotionally to drive 4 hours back home) and we found accommodation at the Hampton Hilton Hotel - booking number - [protected]. At the cost of £269.

The night was completely ruined, our plans all cancelled. The next day, Sunday 1st August, I phoned lastminute.com again (as no one contacted us on the Saturday evening to put us in alternative accommodation, which is an absolute disgrace, after being told we would be reallocated accommodation by 9pm and we were priority 1 due to the situation). Lastminute.com literally left us stranded in a city far from home. Absolutely abysmal customer service.

During a phone call on Sunday I was told to detail everything in an email and I would be reimbursed for both hotel rooms and the parking we had to pay for at the Hilton.

We stayed in York on Sunday 1st August to make up for lost time with our friends, caused by lastminute.com and had to rearrange all of our plans for the Sunday night and book another hotel - The Minster Hotel York - booking number - [protected]. £64.11 on voucher and £25 cash. The voucher I had remaining on my account should have covered the cost, however due to not being refunded the park view hotel there was not enough to cover the hotel and therefore we had to pay £25 on a debit card plus £5 parking cash at the hotel.

I asked Last Minute.com that I expected to be refunded the following:

£269 for the Hilton Hotel, which we had to book as they left us stranded and didn't put us in alternative accommodation.
£125 for the Park View guest house, which we didn't even stay in, however £125 of my voucher was taken as payment by last minute.com.
£25 for Sunday night hotel which should have been covered fully by my voucher.
The parking for the saturday night was £15.20 (see attached)
The parking for Sunday night £5 (see attached)

The total to be reimbursed was £439.20

I told them I was not interested in any voucher refunds from them, as I had absolutely no trust in lastminute.com and I would never book again through with them.

I told them if their response was not satisfactory then I'd require my complaint to be escalated to the relevant department so that they can arrange for reimbursement of the above sum. And that I would also like details of their regulatory body as stated at the outset of this email.

I have a booking :-
ID Booking: [protected]
The form on your website accepted my birth date as 26 FEBRUARY 1961.
However it has been incorrectly registered it as 26 MARCH 1961.
There is no way for me to rectify this error which is clearly internal to your website.
The anxiety and frustration I am experiencing in case I am refused my place on the scheduled flight through no fault of my own are causing me severe stress.
Please correct this problem immediately.
Thank you in advance.

To whom it may concern

Booking code [protected] & [protected]
As I have tried to change these bookings for the past 4 days before my flights, your employees have not been assisting me and failed to mention unto when I can rebook. As I have asked and given them numerous dates they have failed to tell me those dates won't be able to be booked as it is too sarin advance though exactly a year ahead, thus it meant that every time I changed the flights it was unsuccessful as none of them mentioned it was from the date it was booked and not the flight date and I have asked numerous times is this date within the year period. This has lead to me loosing my ticket money and not being able to change it. Your staff is incompetent and useless to assist customers..

I have been extremely unhappy with your service, last consultant I talked to was Harissa - she is extremely unhelpful and keep on repeating what haven't been asked of her, she can't answer questions and failed to answer my questions and helped me in the previous 4 days.

Horrible experience with your company, will never recommend you and use you ever again.

Kind regards
Cecilia

I booked flights in February with Lastminute.com which due to the pandemic were cancelled. I have been promised and have been chasing a refund for this since April 2020. Now unfortunately by booking ID is no longer valid on the help desk phone line.

I have attached below the invoice for the flights that were cancelled.

Any help in resolving this matter would be greatly appreciated.

In regards to the booking ref: [protected] Kenya Airways cancelled the flight for London- Dar Es Salaam two weeks before the departure date : 20/07/2021 and returning on 31/08/2021 for all passengers;
- Amina Abdi Hirsi, Magan Abdirashid and Gorod Abdirashid
After a high number of calls to the company there's been little to no support when processing a refund. They informed me that the process would take 2 months and after failure to process my refund they stated that Kenya Airways was at fault. After numerous calls, Kenya Airways said that the refund has to be done by LastMinute.com.
Therefore, I'd like a full refund of £1267.96 effective immediately.

I was unable to get on my flight to Jordan on 20th due to my pre travel covid test result not coming back in time (lost in post), but I have been unable to get through to speak to anyone over the past ferw days (since the date of departure) in order to change my flight or to cancel. It will not allow me to do this on my lastminute.com account but the telephone number keeps saying that I should be able to change the details for flight online.

The customer service at lastminute.com is apalling from my experience.

I would like a full refund for my flight to Jordan and cancel my flight back. my flight: 20th October flying out to Amman and 26th October return back to Heathrow.

I would otherwise like to put forth a complaint about the issues I have had with been able to speak to someone at lastminute.com in order to change or cancel my flight.