LastMinute.com
Reviews and Complaints

When booking my flights I selected the flexi options just in case I needed to change my flights.

My flight out to Larnaca on the 23rd July had changed times however I was not notified by email or text message. I arrived at the airport 1 hr 45 minutes earlier than I needed to which was very early hours of the morning.

My return flight back to London Gatwick is this evening. I have been trying to change my flight since last week however I have had no luck. I have called and spoken to customer services who tell me they have escalated the issue however it has still not been resolved. Last night I received an email regarding changes however they were not changes to my flight, they were someone elses flight. Lastminute have apologised for this however my flight still has not been changed and as it stands I am due to fly tonight which obviously I will not be able to do.

Our booking ID: [protected]
Our above booking from Heathrow to Larnaca Cyprus with British Airways was cancelled and on the last minute.com website it shows that they are going to refund me.
When phoning BA they informed me that our flight was moved to the 11.45am flight instead of the original 9.35am flight but the checked baggage I paid for was not showing on the new flight.
When phoning last minute.com again they informed me that they will refund me for the checked baggage but could not confirm that they would pay £1000 that it would cost me to add 5 checked baggage's as I originally paid £549.90 for the 5. They could not confirm that my car rental from them was not cancelled.
Six hours on the phone with British airways and last minute.com today and could not resolve anything. Most unhelpful company.

Booked a last minute flight from tenerife to Newcastle, they confirmed and took my payment, got an email saying they were sorting booking and would sent booking when done. I sat in the airport refreshing emails and checking spam folder constantly. Time got so late and I ended up booking a ticket with the airline. Uts now the next day, I am home and looking for refund as they are still waiting to confirm my tickets/booking. I have rang numbers for them but these just disconnect you. The email address only deals with vouchers. How can I get refund for something I paid for but did not revieve

In 2019 we booked flights through lastminute.com for October of 2021 to Los Angeles (booking ID [protected]). However, Lastminute made contact with us in January 2021 to inform us that the outbound flight was delayed by one day and the return flight date had to be brought forward by one day and we were offered a refund, or we could accept the change.

We chose the refund but since then have not received it to this day. We have contacted Lastminute several occasions who claim Air Portugal are holding onto the money, but when contacting the airline, they state they cannot assist you and you must contact Lastminute directly.

It has been nearly 9 months since we requested a refund and there is no sign of our money being returned which is completely unacceptable. We are entitled to our money being returned and feel Lastminute.com should be accountable for this and provide our refund.

We had booked to fly to Maastricht in July this year with KLM through last minute.com last August, when it became clear that as we were not EU citizens, we would not be permitted to enter the Netherlands, I e mailed last minute twice for help regarding this, I got no response, so I messaged KLM and asked for their assistance, but they stated that as I had booked through last minute we would have to contact them, so I phoned last minute back and was told that no information would be available until 2 weeks before the flight, so we waited until then, I phoned once again and explained that as we would not be allowed entry, what do we do, and was told to wait again, during this time we were getting anxious as the flight date was coming close, one of the times we phoned the chap asked us if we would like him to find out how much we would get back if we cancelled, within a short time we got a reply telling us the amount we would get back would be less than half, so we declined and got an e mail stating that our booking still stood.we never heard from them again, eventually the day before we were due to fly we phoned again, and once more explained the situation, the girl said she would contact KLM and get back to us within 2 hours, this never happened, so again we phoned, and another female said that she would e mail them then and there to tell them why we could not fly, apparently she did not do this, we heard nothing so I phoned and asked what was happening and they stated that as we were no shows KLM would not refund us, we told them that this was not the case as we would not have been allowed to fly, we have phoned on numerous occasions now looking for a resolution, on one call a chap said that he would ask for a supervisor to call us to discuss the matter, this has never happened, so I phoned and asked if I could speak to a supervisor, but was told no, a short while after this call we received an e mail from them offering us a cancellation refund of under £300, which we declined. We feel that as we could not travel, KLM /last minute should have cancelled us, and we should have been refunded, but unfortunately we are getting nowhere.

[protected] I arrived at this hotel on Friday and immediately Left it was nothing like the pictures and I was told I was going to get issued a refund I have been trying to contact them and they are saying they are trying to send me an email with confirmation they are playing games with my My very disappointed the way I have been treated Please call me on [protected]

A group of us booked a hotel in Bath, pre COVID restrictions. The first and second bookings were cancelled due to COVID and a voucher was issued.
Since the bookings lifted in 2021, I have been trying to contact LastMinute.com to change/cancel and get a refund on the voucher. Circumstances have changed and the group are no longer able to travel together.
Initially, we wanted to split the booking, so we could all go at different times, but having tried to contact LastMinute to arrange this, without success, I contacted the hotel directly. They have advised me I cannot change the booking through them and only LastMinute can change it.
I have tried to log onto my account with LastMinute, to manage the booking, but cannot remember the password. Having requested the password be reset, I cannot get emails from the system to change it, even though LastMinute continually send me promo items to the same email address. I have tried phoning, to be just cut off and have emailed on 26/2/2020, 9/7/2020, 27/5/2021, 21/7/2021 and 22/7/2021, without any response.
I finally sent a letter to the address I found on their website, requesting a refund by Sunday 8.8.2021, but have heard nothing.
I have no other option now, but to come to you in an effort to have the £353.33. refunded to my account, so I can pay everyone back.

Booked at package holiday for 31st august till 5th sept. Lastminute.com have changed our flight to 28th august which is 3 days earlier. Hotel is booked for the 31st august. How can that be ok? Are we supposed to sleep in streets of 3 nights. I only found out by looking on my booking, nobody as rung me to inform me of these changes Have rung them twice all they say, is they are looking into it. What can I do?

I had booked a ticket with lastminute.com to fly back to London on 06 August 2021 at 12:15, from Pristina International Airport in Kosovo. Booking ID [protected].
When I arrived at the airport I got to know that the flight was cancelled/modified. I had not been notified and had not confirmed any change. I went immediately to speak to a customer service staff. They contacted wizz air on my behalf and they said that I was not entitled to an alternative flight or refund.
I sent an email to lastminute.com and contacted them over the phone 3-4 times. Lastminute.com sent me an email to say "the flight was changed/modified, if you would like a refund contact the airline directly". I contacted the wizz air again and they said I was not entitled to a refund. I was left at the airport with two little kids, in a foreign country, without any solution by both companies (lastminute.com and wizz air). I was feeling extremely stressed as I had no where to go and no one to help. I called someone to come and pick us up and struggled a lot to find an affordable hotel. I contacted lastminute.com asking them to assist me with an alternative flight but they took long to reply. In fact they are yet to reply until now.
Given that I need to go back to London urgently I have booked a return ticket myself. I request lastminute.com take responsibility for this situation and reimburse me for every cost I occurred (new ticket cost, transport costs, hotel costs, eating costs)

On 13th Jan 21, I booked a flight using Lastminute.com, the cost including checked bag and chosen seats was £249.91.
on 14th Jan 21 I recieved a phone call from a man in Madrid +34 [protected] who asked us to pay extra £41 (I thought it was a con man trying to get card details) so the flight was cancelled!
On the same day a man from Lastminute called and said as I was having trouble he could help, he quoted £325inc. bag and seats, said he'd ring back tomorrow.
Fri 15th Jan the man hadn't rang back so I started my own search. Got a price of £197.96, didn't include bag and seats. had several prices for bag and seats, ended up paying £119.98 + £40 for bag and seats.
My initial £249.91 flight now has cost £363.12, as the days changed so did the flights, that wasn't my fault!
I recieved an email from Lastminute yesterday 5th Aug 21 telling me to check - in, I'd already checked in days ago, but clicked on the link to find that Lastminute would cost us £8 for what was a free check-in days ago!

We booked flights to the Netherlands last year, and about 6 weeks before departure i made contact with your company, as on the government website it stated that non EU residents would not be permitted entry, your company were less than helpful, stating that they could do nothing until two weeks before the scheduled flight, so we waited, and since then it has been repeated phonecalls from us, we phoned the day before our flight, to be told that LM would contact the airline, and get back to us within 2 hours, and surprise, surprise, there was no contact, so we phoned again, and the girl assured me that she would e-mail them to let them know the situation, and again this was not done, so we phoned again, to be told that as far as KLM were aware we were a no show, i have since called your company about 6 or seven times and got nowhere, we were told that we would get a call from a supervisor regarding this, and yet again this did not happen, and yesterday we got an email offering us less than half our money back, this is not acceptable, your customer service is non existant and reading the other complaints i am not expecting a reply from this either. I feel we have no other option now but go to ABTA.

I have booked a flight from London to Cairo and back on dates 25/07 and 18/08 respectively.
On the 22nd of July, I requested a change of dates for the flights. Nothing happened. So, I called lastminute.com 4 times starting from 32 hours before the flight and everytime I was told to "Wait!".
My tickets were flexible tickets as I paid extra to get that but still I didn't get the service that I requested and deserved till I lost my flight on the 25th.

Since then, I have called them about 10 times asking for a full refund or to talk to a supervisor.
Apparently, you are not allowed to speak to the so important supervisors or any of the managerial team.
You are also not allowed to get e-mails to confirm your requests for refunds.

Lastminute.com has been the worst service I have dealt with in years and I belueve they are conducting fraud.

Booking ID: [protected]

We received booking confirmation for a hotel we booked online via lastminute.com for an evening stay on the 31st Jul at they Jury's Inn East Midlands airport.

Upon arrival we were told that the hotel had closed its room bookings 48 hours prior to all online bookings which included closing it to companies like lastminute. As such, there were no rooms available and our details had not been passed to the hotel. The hotel staff said there had been 9 other people turn up with the same issue and a couple arrived directly after me with the same situation.

The hotel staff were very apologetic and had to deal with a number of understandably less than pleased customers. It was late in the day when we arrived and had travelled over 4 hours to get there. We had to source our own hotel nearby (not easy as many were booked out); it a more expenses, less quality place.

I am requesting a refund for the original room price as lastminute have taken payment as well as suitable reimbursement for the additional cost of the hotel we stayed at; petrol and the inconvinience caused.

I booked flights with last minute to vancouver for 27th July. Flight ID [protected]. On 23rd I asked to change flights for 2nd of Aug. as i didn't receive covid certificate on time. I went online in my account under manage my account but same flight was confirmed on 26th july and email received with same flight confirmed then I phoned few times, everytime on phone i was told your request is under progress but nothing done. On 1st i was told your flights were for 27th July and passed, nothing can be done . I was told that we sent confirmation email, when i said that I phoned after the email and I was reassured that my request is still under progress for 2nd of August. But the person on phone was trying to say that you have not emailed, when I said that I phoned instead of email that means nothing is done on phone. I asked to speak to senior person and he refused to give phone to any senior person. I have attatched the phone record. Very frustrating and depressing experience, feels like someone robbed you financially and mentally.

I don't understand how or why it has taken four months and I have not received a refund for my cancelled flight, or heard anything about it. There is no phone number that goes through or email that is replied. The stress one has to endure because of the lack of communication from last minute is shameful.
At least call someone back or make me aware u refuse to refund so I can explore legal action

I booked a holiday to Jersey with my friend Maria Johnson. We were going on 19 July-24July. The week before our departure she became seriously ill. I rang your office on 9th of July to ask to change passenger name to Mary Patricia Jenkins. The operator took details down and said I would get an email giving me the cost and if I accepted this would be changed. By the Wednesday 14th I had no email from you soon telephoned again and was told it would be sorted before the weekend. Also on that date I had an email of change of flight which was no problem. On Saturday 17th I had no email so I rang again at 9.00 and was told I would be called back in half an hour. No call just an email to say ring customer service when I was told that the name couldn't be changed as the airline wouldn't do it. By this time two days before departure I was very distressed and upset. I had no choice but to book my friend a flight for the same day anytime as mine and return costing £278.98. This meant I was out of pocket by £140. I sent a complaint email to Blue Island that day and within 1/2 hour a love!y man Martin Ward called me and was so sorry I was so distressed and inconvenienced. He told me they would not have refused to change the flight and there was as no trace of email or phone call from you to do so. As I had already booked another flight he said he would arrange for the cost of Maria Johnson flight to be reimbursed to me via yourself. Also when my friend and I got to Jersey the shuttle service had not been advised of change of flight by you and we waited a bit but in the end I had to ring them. I feel very let down by yourselves and the stress you caused me two days prior to my holiday took away what should have been an exciting time especially being first holiday after such a hard time in lockdown.

On the 17/07/21 I booked a hotel in Luton through lastminute.com. My money was taken from my account immediately. Me and my partner who was unwell at the time turned up to the hotel we had booked only to be told that we had no reservation. We stood in the lobby of the hotel for two and a half hours to be told that we would need to leave and there were no other rooms available. We tried for a further 2 hours to get booked in elsewhere and had no luck as it was Silverstone weekend, so every hotel in Luton and surrounding areas were full. At 4am we decided to sleep in the car. The next day (18th) lastminute sent me an email at around 11am saying that there was no booking and I would be refunded.
We were left on the streets after they took my money for a hotel room that didn't exist! Not to mention my partner was poorly and had nowhere to rest that night. Their customer service line isn't open during the nighttime so we were stranded with no money and no room. I have spoken to their customer service team and they are beyond useless! They seem to think that because my refund is processing that's enough?! I sent last minute a complaint direct which has been ignored!

I booked flights through Last minute booking ref [protected] on 12/11/2020. I was later informed that due to COVID both flights were cancelled by the respective airlines. I contacted Last Minute regarding refund. To date I have received £341.11. The amount I initially paid was £1062.25. I have made numerous attempts to contact customer service without success to discuss why I only received such a small sum when the flights were cancelled through no fault on mine. I have spoken to a number of persons who have assured me someone would get back to me. To date I have still not received a response. Can someone please contact me to advise why I have only been refunded a minimal amount?

i made a booking on 3rd June 2021, Booking ID: [protected], for 1 night stay, used a voucher i had from confused.com and also made the payment for the final amount. i came to check in to the hotel on Sunday afternoon, 25th July, and they had no reference of my booking, i even shown the reception my email and payment but it was no good i wasn't checking in. i made a phone call to lastminute.com and explained the issue, the advisor as advise she has escalated my issue and would call me back i explained i was going to a wedding reception and to let a voicemail and email... I'm still waiting 2 days later. i had to pay again to check in to the hotel, which i struggled with finding the money again, this was very embarrassing and i would like me £20 voucher and a refunded ASAP

I would like to speak to a consultant in person, as there is no means to change or cancel my booking online. Instead, I get an email that tells me to phone the help line which in turn tells me to to the website and then cuts off!

I have also contacted the credit card company to get their advice and their advice is to contact lastminute.com!

Booking Ref: [protected]

My email address: mdcocksedge