LastMinute.com
Reviews and Complaints

Hi. I have made an booking on Lastminute.co.uk with Free Cancelation within 24 h. But then, whithin 2 h I had to cancel it. Now, all i'm getting back is £404 out of £1930. And apparently they can't do anything about it, despite the fact that i overpaid for Free Cancellation.. I'm whispered.. Please advice me where I can fill a complaint to receive my money back..

E mail copied to Interhome and Booking.com

Request for refund. I am requesting a refund a refund for the days we were not at the apartment (11 days) and the cost of the hotel we had to go to. The apartment was not as shown on the photos on Booking.com. We found the following faults in the apartment and as we had booked 21 nights, we felt we were unable to bear being there for the whole of our holiday.
1.The security shutter on the balcony door was broken so we only has light in the room from 1 door. We were told by interhome it would be repaired but it was not.
2. The lounge ceiling fans did not work on the wall switches
3. The small light in the lounge was not working
4. The bathroom sink is loose
5. The light over the bathroom mirror not working
6. The ceiling light in the main bedroom is a bare light bulb, no light shade on it
7. The double bed base is very dirty
8. The balcony door won't lock
9. The asking machine is rusty
10. Kitchen extractor fan not working as it is broken and very dirty
11. No instructions for the safe
12. The bedding is very old
13. We had cockroaches in the kitchen
14. There is a very musty smell when you open the kitchen cupboards
15 the settee is very dated and very uncomfortable, the throw is very worn
16. The apartment is very dated
I have photos of the the issues if you need the.
Also, we emailed, telephoned, WhatsApp and messaged the key holder and Interhome where to leave the keys on departure but had no reply.

We were very disappointed by the apartment and felt we could not stay there for the whole of our 21 days as it was spoiling our holiday
I have details of the hotel if required and I have attached photos of the apartment which I am sure you will agree is very much below standard

I am requesting a refund of 10 nights charge for the apartment and also the cost of the hotel 878.37euros for the cost of 10 nights at Hotel Playas de Torreveija as we could not have stayed at the apartment for the whole of our 21 night holiday.

Thank you
Susan Gollop

Sent from my iPad

Begin forwarded message:

From: Sue
Date: 20 October 2021 at 11:25:32 BST
To: Sue Gollop


Download full-resolution images
Available until 19 Nov 2021

E mail copied to Interhome and Booking.com

Request for refund. I am requesting a refund a refund for the days we were not at the apartment (11 days) and the cost of the hotel we had to go to. The apartment was not as shown on the photos on Booking.com. We found the following faults in the apartment and as we had booked 21 nights, we felt we were unable to bear being there for the whole of our holiday.
1.The security shutter on the balcony door was broken so we only has light in the room from 1 door. We were told by interhome it would be repaired but it was not.
2. The lounge ceiling fans did not work on the wall switches
3. The small light in the lounge was not working
4. The bathroom sink is loose
5. The light over the bathroom mirror not working
6. The ceiling light in the main bedroom is a bare light bulb, no light shade on it
7. The double bed base is very dirty
8. The balcony door won't lock
9. The asking machine is rusty
10. Kitchen extractor fan not working as it is broken and very dirty
11. No instructions for the safe
12. The bedding is very old
13. We had cockroaches in the kitchen
14. There is a very musty smell when you open the kitchen cupboards
15 the settee is very dated and very uncomfortable, the throw is very worn
16. The apartment is very dated
I have photos of the the issues if you need the.
Also, we emailed, telephoned, WhatsApp and messaged the key holder and Interhome where to leave the keys on departure but had no reply.

We were very disappointed by the apartment and felt we could not stay there for the whole of our 21 days as it was spoiling our holiday
I have details of the hotel if required and I have attached photos of the apartment which I am sure you will agree is very much below standard

I am requesting a refund of 10 nights charge for the apartment and also the cost of the hotel 878.37euros for the cost of 10 nights at Hotel Playas de Torreveija as we could not have stayed at the apartment for the whole of our 21 night holiday.

Thank you
Susan Gollop

Sent from my iPad

Begin forwarded message:

From: Sue
Date: 20 October 2021 at 11:25:32 BST
To: Sue Gollop


Download full-resolution images
Available until 19 Nov 2021

Sent from my iPhone

Sent from my iPad

On 20 Jun 2021, at 10:49, lastminute.com wrote:



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Destination city icon Get ready for Torrevieja!
Check yes icon Your booking is confirmed

Hi Susan, Booking ID: 1742573125

Thanks for booking with us. You'll find the details of your upcoming trip below.
You can view all your trip info, as well as manage or check the status of your bookings in your My lastminute​.com account area.

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Your booking includes the Check-in NoProblem service:
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Your hotel awaits

At your hotel, present this Confirmation code: [protected] .
Your stay is for 21 nights from 28 September to 19 October .
You can check in to your hotel from 16:00, and check out is at 10:00 .

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Manchester Round trip arrow Alicante

Manage your reservation

OUTBOUND JOURNEY

Flight icon
28 September 2021 Direct PNR: K21GLJZ

07:15 MAN Duration: 2h 50m 11:05 ALC
Manchester EasyJet U2 1917 Alicante
Terminal 1
Economy

RETURN JOURNEY

Flight icon
19 October 2021 Direct PNR: K21GLK6

11:40 ALC Duration: 2h 55m 13:35 MAN
Alicante EasyJet U2 1918 Manchester
Terminal 1
Economy

PASSENGERS

Passenger icon
Susan Gollop

Outbound journey

Hold baggage icon 1 piece of checked luggage, max 23 kg

Return journey

Hold baggage icon 1 piece of checked luggage, max 23 kg

Passenger icon
David Armson

Outbound journey

Hold baggage icon 0 - No checked luggage

Return journey

Hold baggage icon 0 - No checked luggage

YOUR TRANSFER DETAILS

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MTS Globe Spain - Alicante

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Holiday taxis PNR: CHGAH3

Local supplier PNR: [protected]

Private Standard Car

28 September 2021

Alicante
(ALC) Duration: 1h 00m Apartment EDIFICIO SAN LUIS II

19 October 2021

Apartment EDIFICIO SAN LUIS II Duration: 1h 00m Alicante
(ALC)

Info icon Is your flight delayed? No problem - the transfer is still waiting for you. You can find all the details in your account area.

HOTEL

Hotel icon
Apartment EDIFICIO SAN LUIS II Star iconStar iconStar icon
Torrevieja Spain Confirmation code:
[protected]

Check-in Check-out
Tue 28 September Tue 19 October
from 16:00 by 10:00

1 x apartment

2 Adults

21 nights, Room only

Booked under the name Susan Gollop

Hotel provider Booking.com

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

COST

Booking total £1, 347.13

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I have booked a ticket From Manchester to Florianopolis ( return)
ref [protected] for November

I received an email saying that the flight is cancelled.
I have called 3 times to ask the question: to rebook for another date or refund

The answer I get is we are dealing with your request and you will receive an email with your flight . However I never receive an email with the information.

I just want my flight rescheduele or my money refunded and I can book another flight.

booked a flight and the information for check in were incorrect.
lastminute were impossible to contact
my Booking ID: [protected] for a Ryanair flight was not recognised
have spent 5 hours dealing with this not sure if were on this flight tomorrow

Porto to London
Tue, 19 Oct
20:10
OPO - Porto Francisco Sá Carneiro
Terminal: --

Ryanair FR8348
Economy
DIRECT
22:30
STN - London Stansted
Terminal: --
PNR:
O9KYMJ
lastminute.com stinks

I booked a flight they are not giving a refund nor cancel of flight they are saying they can't find a flight

I wish to make a compliant about the length if time it has taken Last Minute.com to process my refund.

Particulars of compliant:
1. I purchased return flights from the UK to Crete on the 24/11/2020. My flights were cancelled by the airline on the 19/02/2021
2. I requested a full refund of both departing and returning flights on the 23/03/2021.
3. Last Minute.com informed me, in the "My Booking" section that, my refund was being processed and may take up to three months to process. The "My Booking" section also stated if I wanted an update on my refund I should call the airline.
4. I waited for three months, however, my refund was never processed.
5. I phoned Agean Airlines in September 2021 for an update on my refund. Agean Airlines informed me that they had sent the refund monies to Last Minute.com, which they had accepted. Agean Airlines did not understand why Last Minute.com had not processed my refund and delivered the funds into my account. They had no other update on my refund because they had transferred the monies to Last Minute.com.
6. I phoned Last Minute.com in September 2021 after I phoned Aegan Airlines to explain my phone call with the airline. Last Minute.com reassured me that my refund was being processed and should be in my bank account within 10 working days.
7. After 10 working days had passed, on the 2nd October, I phoned Last Minute.com to ask why there was a delay in processing my refund. They assured me that my refund had been escalated and I would receive an emailing regarding my refund as soon as possible.
8. On the 4th October I phoned Last Minute.com again asking for an update on my refund. The operator told me that my refund had been escalated again and that I would receive an email shortly regarding my refund. The operator told me the Finance Team we're handling my refund, therefore, I asked to speak to a member of the Finance Team to find out why it had taken since March 2021 to process my refund. The operator told me that this was not possible and the only person I could speak to about my refund was her. I thenasked to speak to a senior team member, however, the operator stated that it was not possible.I asked to escalate my complaint and the operator gave me the email address:[protected]@lastminute.com.
9. On the 4th October 2021, I sent Last Minute.com the attached Letter Before Action.
10. On the 12th October 2021, I phoned Last Minute.com for an update on the refund. The operator told me she had escalated my case and I will receive an email regarding my refund as soon as possible. Once again, I asked what the company compliants procedure was, however, she told me Last Minute.com did not have a complaints procedure and there was no one else I could speak to regarding my refund.
11. On the 12th October 2021, I have not received an acknowledgement of my Letter Before Action.

I'm still waiting for confirmation that my request to amend my return date (Booking ID: [protected]).

I've contacted Emirates twice and they've confirmed there is availability at no additional cost (complementary), however, they cannot amend my booking as it need to go through Last minute dot com. I need to arrange my parking asap (18th Oct 21).

Please confirm.

On the 04.09.21 I made a booking but realised that the arrival airport was incorrect. I requested to cancel the booking and rebooked with the correct airport. I received an email on the 04.09.21 informing me that they were looking into it, I then received an email on the 05.09.21 which was just an update before receiving an email on the 07.09.21 informing me that a refund of my deposit has been made and my booking has been cancelled. This was also reflected on my app.

On 10.10.21 I received a call from someone in the cancellation team saying that I would need to pay and extra £247.44 to cancel my holiday. I informed him that it was already cancelled and that I was refunded, he continued to presure me to say yes I wanted a refund or no I didn't. As I did not request another refund I started to doubt the call and was quering if this was fraudulent so informed him that I would call back and speak to a manager but that I did not want to cancel anything.
I have since made a number of calls, I was informed that I could not be put through to cancellations or a manager bulland that the cancellations was requested by me (which it wasnt). I tried toexplain that I think they have made a mistake but this information kept falling on death ears. At times I was on hold and the phone would just cut, and Id have to call again. I was even told by one member of staff that the cancellation was done by the hotel so its just the hotels that are cancelled. When I asked why th
e hotel cancelled, I was told that this could be for many reason such as there's no rooms available.

A request to cancel my booking ([protected]) was made by me on 4th September however lastminute.com.com appears to have made a mistake and have also cancelled my booking ([protected]).
I would still like my booking ([protected]) to go ahead.

Cannot change flight bookings on the website. Furthermore none of the contact numbers Lastminute.com provides works. Have tried phoning from multiple phones and going online from multiple computers and still the same results. Booking ID is [protected].

Managed to finally get hold of their customer service team via email after a long battle.

Have told them the issues and asked someone to call me back. They have responded with a very unhelpful email. They just don't bother to call back and the matter is still not resolved.

Flight bookings made on 12th of October 2021. The email correspondence has occurred on 13th October 2021.

Myself and my husband made a booking with yourselves on 26th august 2021 for the leonardo hotel st pauls ( 20th -22nd October 2021 ) The money has been taken from our credit card on the 26th august 2021 but no confirmation email has been sent and we are unable to access the manage booking area as it says we dont have an account, despite us booking through this several times previously. we have spoken to the hotel who have no record of the booking. The name on the booking is Richard Johns. email address [protected]@gmail.com. please send us confirmation of the booking or proof of cancellation and refund the money so we can rebook if needed. You have no answer on any customer care line, we have never had any issues with you previously and just want to enjoy our trip. Kind regards

Naomi and Richard Johns

Hi,
On 8th October we have arrived at our accommodation to Scarborough to learn that our booking was cancelled 4 days prior our arrival. No one has contacted us to inform this was the case before we arrived. We spent 4 hours in a reception trying to deal with lastminute.com and booking.com to get the situation sorted. We have been told that lastminute did not send money to booking.com therefore the accommodation was cancelled for us. It was 4 hour conversation with both parties between myself, receptionists at the hotel, lastminute and booking.com. We have been advised that lastminute have issued us with a refund quoting a credit card number what was not ours at all, we have never been in a possession of a master card where for this booking we paid applying voucher/redemption code issued by lastminute for the flights cancelled last year and remaining balance we paid by our debit card ending 4031 as voucher was short by couple of quid, so the refund was needed to be sent re-issuing back us voucher for £336.95 and remaining balance needed to be refunded to our debit card - we have not received any of it to date. After forth and back calls lasting 4 hours we were asked to pay £384 again for our accommodation which we declined as we have done nothing wrong and we paid the full amount to lastminute.com via voucher and remaining balance on a debit card. At the end after driving 5 hours from London to Scarborough and spending 4 hours in a reception without a toilet break, liquids or food and not receiving any help from booking, com or lastminute.com we have paid again the £384 now totalling to £768 we paid for the The Sands accommodation. We were lucky they could still block us two separate apartments whilst they were dealing with yourselves as otherwise we would have need to go back to London not having where else to stay as we have not received any help from yourselves at all. In couple of occasions you have put the phone down on The Sands receptionists and completely blanked us after 8pm on 8th October leaving us to stay in reception to await for a miracle - no one has contacted us the day after or Sunday or today to enquire if we had a roof to stay under - this is a unacceptable, outrage customer service and just before 9pm (we arrived at The Sands 15:50) we agreed to pay the full amount (again) direct to The Sands as we could not get hold of anyone at lastminute or booking.com after 8pm and no one called us back and we could not be transferred to a manager from your side. We have received two separate apartments, again leaving us in discomfort, spending one night at one apartment, defrosting groceries and packing again everything back to be moved to another accommodation in the afternoon next day, waiting half day in the apartment awaiting information to be moved. We did not receive what we ordered: one two bedroom apartment with a sea view for two nights - instead we had to move to two separate apartments with no sea view at one of them; we wasted all afternoon and evening in reception the first day instead of enjoying nice sunny day out and we wasted another half day on waiting to be moved the next day as they could not accommodate us in one apartment for both days and we had to pay twice; so this is not just a money issue but also morality, emotional stress and distress caused by all this situation. As you can imagine we did not enjoy our stay due to so many complications from the day we arrived to be told the accommodation was cancelled to needing to pay twice to be able to have where to stay being 5 hours away from home. We will not be willing to accept voucher as a refund, we request our money to be refunded to our debit card, to the same card we pay for this accommodation twice already. If we do not hear from you within 48 hours, we will be passing this claim to www.moneyclaims.service.gov.uk. We had enough stress and distress on this, where we were treated like scum left to sleep on the street.
Booking ID: [protected]
Edita Ciuckaite
[protected]@gmail.com
The Sands, Scarborough
8th October to 10th October 2021

I have booked a flight and hotel package, booking number [protected], on Friday 8th of October 2021.
It is now less than 20hrs before my outbound flight and I have not yet received a confirmation or booking number to check-in.
I have telephoned several times, but I have been told that the customer service team can not do anything about it they can just raised it and pass it on.

I am currently stuck in turkey with no reply from Booking.com

I have gone online it says on Hotel the cancelation would be one nights stay however the screen on lastminute said to process they would check with hotel and after the email you could reply. However i have a touch screen laptop and in error it clicked i do NOT want to cancel about 30 mins later i had friends family call last minute (IN turkey it costs £6 each call to uk) customer service email was give 24 emails sent from saturday to now and no reply! i have emailed and called the Turkish hotel no reply

I have aparently no booking and they said its refunded no such thing i am unable to book abother hotel ! NO ANSWER NO CALLS NO EMAILS NO HELP

I Was due to have dentost treatment and wanted to see cancelation cost or amendement so was just looking but i did NOT want to cancel the hotel just check the fees asosicated but in error it did cancel! i asked for reinstatement

the hotel has not got availability for rebooking at all

REFUND ME SO I CAN REBOOK A HOTEL OR I AM HOMLESS IN TURKEY !

Please see attatched all attatchements

emailed lasminute 25 times no reply help!

We had our trip to Abu Dhabi cancelled April 2019, we had flights and hotel booked separately. We got a refund in cash for flights eventually. They told us if we chose a credit note and didn't use it by September 2021 we would get a cash refund. I tried to book a holiday with it last week but there was a problem so I contacted last minute who indicated the credit note expired in June 2021 and there would be no refund. I wrote back pointing out what they had told us by phone and that there was no expiry date on the credit note but they have now ignored my email.

We a had voucher sent via email
I rang and requested a full cash refund
Now refuses to refund in cash
Telephone agent was unable to answer my questions and just kept goi g silent on me.
Refused to put me through to a supervisor or manager.
Was o. Phone for 25 minutes and the agent thought it is ok to hold my £1800 pound and not supply me any services.
They have been refunded by airline but refuse to return it to me.
Disgusted in the whole process.
We had saved for years to have the holiday of a lifetime for them just to rob us blind.
Please help

After requesting - via my booking- to change the UK airports for my flights on a hotel/flight break I was sent an email with a telephone number to call to deal with the problem.
This number isn't being answered due to "coronavirus" according to the recorded message. Coronavirus as an excuse for shoddy customer service is getting very old.
Ideally I would like to continue with my holiday but from an airport near me. I have checked and there is a lot of availability on last minute.com but according to the email I received there are no alternative flights from these airports.
I would be happy to change dates to accommodate the change but there are no options to do this and no one I can ask apparently.
I was forced to cancel the holiday as it would be impossible to travel from the airports in my original booking.
It's unsurprising to see the awful 1/10 reviews last minute have.
My initial enquiries happened within minutes of booking - but I could not speak to anyone.
I want to know what refund/ vouchers I am entitled to or any other options I may have.
I also enquired if there is a cooling off period.

Dear Sir I have written and e-mailed last minute.com since 7th 0ctober 2020 and I have had no reply from them they owe me a refund of £87.18 I also contacted loganair who I was flying with and they said it was down to lastminute to give me this refund as i booked with them and to check their BSP link and they have agreed that they owe me this money. please help I am 79years old and I cannot afford to lose this amount of money.

Kind regard s

mrs olivia mawer

PS I only have until 7th October 2021 to claim this

We booked 2 BA flights through lastminute.com on 20/10/2020 for £200.56
customer code CW13751087 Booking ID1707212135
The flights were cancelled by the airline.
We requested a refund.
We were finally given a credit note on 24/08/2021 for £130.55.
On our accounts area it says we have been refunded. There is no explanation as to why we have not been refunded in full. Last minute advertise that if the airline cancels the flight they will give a full refund.
There is no way of contacting lastminute. Their website says it does not recognise the customer ID even though it is on the credit note. I have also tried phoning but the same happens.
I would like a full refund.

[protected]

Your Doncaster-Sheffield - Palma Mallorca flight, departing 14 July 2021, has been cancelled for all the passengers in your original booking.

three months no refund and tui confirm you have money

My return flight with Turkish Airlines from Dalaman, Turkey to London on Saturday October 9th was cancelled. At first our replacement flight left us stranded in Istanbul, not London. Eventually this was changed with a flight to London Stanstead, but with a 5hr 20 min layover in Istanbul, with us only landing in the evening. The email change says you 48 hours to accepts the flight change, request alternative flights, or demand a refund. But if you click on any of the buttons/links, they redirect you to an error page. The links don't work. I called them up to request a flight change to the direct Dalaman to London Gatwick flight on the same date also with Turkish airlines. I also explained that I didn't need to return to Stanstead and that any London airport would work and that I wanted the shortest travel time. The agent on the call said they'd make a note on the system. Several days later I got an email offering the flight I wanted, but again he links to accept etc didn't work, so I called them up again. The agent on the call again said they'd make a note in the system to confirm my flight acceptance for the Gatwick flight, and that a confirmation email would take several days. Instead I got a new email showing me the flight was changed back to the original change I didn't want - Dalaman to Istanbul, 5hr 20min layover, and eventually to Gatwick. Again the buttons/links on the email to change flights didn't work so I called again. This time the least helpful agent said that the flight to Gatwick must've gone or that I didn't respond in time, even though I responded within 24 hours, and the email said I had 48 hours to respond. He then said that perhaps the flight didn't exist anymore even though I ensured him the flight to Gatwick still existed, and was available to book through lastminute.com with the same Turkish Airlines (the same flight it's always been), so should be able to just change my flight to that one like I wanted to change to and accept in the first place. But again all he could say was that he'd make a note in the system. Like every other agent had said. But I just wanted to confirm the Gatwick flight. He said if a new email arrives with the new flight details to call again to confirm… something I've been trying to do on 3 separate occasions. He also couldn't tell me if I'd get a refund or how much it'd even be worth. And refused to let me speak to a manager or someone else. And said all I could do is call again and speak to a different agent, just to go through the same issues again. Also if I don't respond to any flight within 48 hours to accept (something I've tried and haven't been able to do) then the return would be cancelled and I'd be stranded in Turkey with no flight or refund. So as it stands I have no return flight confirmed. And not the one I need to actually go on so I'm not stranded there, or having to go on an insanely long layover flight I don't want, or having to pay a ton more money for a new return. I've attached the email to the flight I need/want to confirm to.