LastMinute.com
Reviews and Complaints

Please can I get help to claim for compensations of two used tickets bokked via last minute.com. I had booked 3 tickets from Manchester to Harare in Zimbabwe last year in July but due to complication both my son and my daughter could not travel. I tried to change these tickets but I failed due to not getting assistance till I travel alone. see trail of communication below. Now it coming to one year and no refund has been. That means I would hsve lost close to £1500.

Thank you

Phiwani Ncube

I would like to log a complaint on how we have been treated by your company we booked flights with you in October 2022 these were changed slightly in December 2022 which was fine we heard nothing from your company until 20th June 2023 were we were advised that our flights were cancelled we were offered alternative flights which we accepted on the 21st June 2023 we thought that this was then resolved only to find out at 6pm on the 22nd June 2023 that we did not get placed on the alternative flights and were then told that we would get a further decision within 72 hours now bare in mind this was all happening less than 12 hours before we were due to fly and the stress and pressure this caused was extremely upsetting as we had saved all year for the holiday we had booked time off work and school and child minders were arranged for our other children. after long conversation with your agents which one hung up on me after 40 mins on hold we then got a very helpful agent who stayed on the line and ensured that we were placed on the flights this caused massive disruption for our holiday we lost out on money for our transfers we missed a full day on our holidays again due to delayed and cancelled flights at the airport our baggage was then misplaced and we had no clothing etc for 2 days we had a 13 year old travelling with us who was so worried about the situation and having to travel for nearly 24 hours my friend Claire suffers from panic attacks and the stress caused he to take attacks at the airport her medication was also in the misplaced bags which meant she suffered at the start of what was supposed to be a holiday of a life time we have been refunded approx £200 from British airways but this is not acceptable for a party of 4 people who had been place under so much stress and upset within the 72 hours before our holiday - please take all of the above into account before you make a decision on how to resolve this matter

Booking reference [protected]

Angela rodgers

[protected]@gmail.com

I booked a holiday with lastminute.com . I cancelled within the 24 hour cooling off period and also paid extra for the 'flexible hotel cancellation' so I could cancel the hotel portion of the trip up to 48 hours prior to arrival which isnt until December 2023.

I used Lastminutes flexible payment plan but it now transpires they have already requested the funds from my bank. I contacted my bank who said there is nothing they can do until after the funds are taken,

Customer services at Lastminute are saying they are still waiting to speak to the airline (why).

I booked with Lastminute.com re connecting flights from Edinburgh to Beijing as a result of cancellation received at the airport while just about to start the process of booking in, last Sunday I could not make the connecting flight to Beijing - there was no available flight - the alternative offered was the day after my connecting flight to Beijing - and therefore useless - also it was too late to find any possible connecting flight in time to connect. I was in contact with their online help desk who basically seem to just want to talk about the first flight - and I suspect will probably just refund this but I've had to cancel the whole trip - and now they want me to deal with the airlines directly - I've actually done that - with limited response - referring me back to the agent lastminute.com

the flight details were as follows

25th June 2023 14.30 Edinburgh EDI to London City LCY BA8703

25th June 2023 22.30 London Heathrow LHR to Beijing Daxing PKX CZ 0674

I haven't been able to travel as a result so obviously - will not be using the return flights

29/06/2023

I booked an all inclusive holiday with Lastminute.com, and I have to change the hotel because the previous hotel didn't have a lift, and because of my breathless problem I cant climb the stairs. They agree with this but charged me another €1.300 . When they told me the price I taught is gone be the new price for the hotel , and I've told them is ok, instead to take off the charges for the old hotel they added to my final payment. What I can do to take my money back? My Lastminute.com booking ID : [protected]

I booked a holiday on Lastminute.com on 02.06.2023. When I completed the booking after checking everything, the system reverted my surname to my other half's surname. I noted this immediately and called lastminute customer services to suggest there has been an error by the system whilst booking. The gentleman asked me to send a copy of my passport via email and suggested maybe the airline will accept a change request.

On 09.06, after following up several times and making calls to the airline(who suggested its the agents responsibility to get this changed) came back saying they are unable to confirm change on the request.

On 10.06.23 a lady suggested to me that I was better off cancelling and rebooking as they will charge me the admin fee for cancellation and refund me the rest of my deposit. So I waited patiently for 14days as suggested that the refund will take place. In the meantime I checked and spoke to the online agents regularly who suggested my refund was being processed.

I went on chat to an agent today 27.06.2023 and to my horror he wrote:

'sorry we cant refund you as we have taken the admin fee(collected after I paid a deposit) and my deposit as a penalty for cancelling voluntarily!'

So I asked the agent if money grew on trees and if £550 was a small amount? Shockingly his response was 'yes'!

Funny thing is, I wasn't looking to cancel, I only wanted a name change and go to my holiday. But this is how I got treated unfairly by the agent and the airline and all they could say was refer to our terms and conditions, not even a sorry!

Dear Sir Madam

I bought a package with last minute.com costed, e lots of money

When I arrived to the Hotel in Belgium it was locked and no one there from 4pm till 10pm we stayed on the street me and my Son...

NEXT DAY we checked in at last I went to the Bathroom and a big mirror in a small bathroom fell on me nearly killed me... and I hurt my leg...

I spoke to the Owner she said someone will come urgently and take it out

we waited all day but no one came...

I took lots of photos we left this Hotel and paid for another one safe one

Arrived back to London spoke to Last minute.com they asked me to send them the photos they said first within 7 days they will resolve the matter

Then again they said now within 3o days the matter will be resolved

THEN FOR THE PASSED 2 MONTHS NOTHING BUT THEY KEEP SAYING

JUST SOMEONE WILL CALL YOU TOMORROW THEN NEXT WEEK THEN NEXT MONTH

It has been this way for months now this is unbelievable

Could you please email me before I make an application to the court

My email again [protected]@outlook.com

Thank you

jay

first and last time with your company, we should have been made aware that hotel sivilia was under new management aswell as staff.on arriving on our all inclusive hotel i was refused water to take medication, ROOM 1 there was a semi knaked boy on bed with parents i froze had a massive a panic attack the man came up as If we made it up,ROOM2 the blonde receptionis came with a different key we said they was some one in there she still went in ROOM3 they tried to put me in a double bed with my carer by this time i was in floods of tears ive had a stroke partial left side paraliyesed angina ROOM4 had 3 single beds in no room so room 5 we just think thankgood on opening the toilet door there was poo allover toilet ROOM6 we are told no drinks by pointing of fingers n no no no humanrites for goodness sake,morning after we go to reception noone wanted to help us untill they realized they had given us the master key for all rooms,big security risk the manageress said i want you to leave you are problem then retracted and said if you dont like it get out it certainly is not all inclusive i took videos on the master key opening all doors we should have been told new managers n new staff my resting holiday before coming back for surgery was absaloutly horrible was counting down the days to return id [protected] i aid for a relaxing holiday i want my money back i have videos photos the blonde lady said she was no longer dealing with your company as you bring bad buissness probably another lie WOW never in my life been treat so bad

Booking Reference [protected] - Ticket Id: [protected]

On May 9th 2023, I booked return tickets from Stansted to Katowice for June 6th and 8th, and I took up their FullFlex option, which should entitle me to a 90% refund on cancellation.

The cost of the tickets was £75.94, but I was amazed when Lastminute.com tried to palm me off with a mere 27.02 Euros worth of vouchers.

When I queried this, I was told that deductions for "Warranty cost" and "Administrative expenses" of 13.73 and 35.31 Euros respectively had been made.

There is no reference to such exorbitant deductions in their FullFlex terms and conditions, and no such breakdown on my invoice.

When I pointed this out to them, they said the breakdown was shown on the purchase checkout page. I then asked for a screenshot to prove this, but they refused to supply one. Since then, I have heard nothing.

Thank you. Peter Morris

Booked the package holiday 24/05/23. Received confirmation and the flights are two different carriers. BA and EasyJet. Went into the website to book seats and check hand luggage allowance and its not clear on the BA website. The booking with LM.com says I have to speak to the carrier, I rang the carrier BA and they said I have to speak to company I booked through. I tried LM.com online help service and its all automated and you are not speaking to a real person so I could not ask my specific question.

Tried every number I could call and also tried to email [protected]@LM but all returned as not monitored or responded to.

I am now in the predicament where I do not know if I can take 2 cabin bags onto the BA flight or if I have to pay for additional luggage. No-one will help me and I cant speak to anyone at LM.com. I will never book through this company EVER AGAIN!

I really did not think I would have a problem with British Airways who were extremely unhelpful when I call them. I will file a separate complaint with BA as I am an executive member...

I booked the 4 non cancellation tickets base on information they provide on booking page .When I checked my tickets through airline ,it was not included what it should be there .i contacted them about this ,they are just ignoring .As a fact I can not cancel now as it was non refundable ticket.

Airline said, hand and cabin luggage are not included whereas Lasminute said it's included.Airline said meal services are not included whereas lasminute said it's in ticket price .

I came to New York initially through LM.com on booking reference [protected]

A few days before I was due to leave I wanted to extend my holiday

Here is what happened ;-

I tried to speak to them on the phone - on hold for ages

Someone answered and said I could put a request in but they could only do flights . I could request the date but would only find out in 48 hours via email ( i was leaving in 48 hours )

They advised I would have to speak to the hotel about extending

When i went down to reception they said it was impossible to extend as it had come through a 3rd party

I then got on webchat - they said I couldnt change the flight so directed me to the airline

I then spent 2 hours on the webchat to the airline who said I couldnt change the flight as it had been booked through a third party

BY this time it was one day away from my leaving date so I had to book another complete package trip through LM.com again ( thinking I would pick this up another time

I booked a second trip [protected]

Again I wanted to extend so found myself in exactly the same 2 days cycle withLM.com again when I wanted to extend

They directed me to their website to make a complaint and when I tried to log the complaints against my booking it said " this action is not permitted "

They take your money , make it impossible to change anything on the booking , make it impossible to speak to someone directly to make any changes and then make it impossible for you to complain.

I need help now . Leaving tomorrow and want to extend my flight - help

We booked an all inclusive 10 day holiday to Agia Marina, Crete, from16/05/2023 to 26/05/2023, Ref: No.[protected]. 3 days before our trip I was informed by e-mail that the adults only hotel we had booked was not now available for the full duration. We would have 5 days in another hotel and then a further 5 days at the requested hotel. I refused this as the first hotel was up a steep hill and we have mobility issues (due to age). I told them this and insisted that we be given a hotel of the same status for the full length of our stay. I was offered another hotel and given 45 minutes to accept or the decision would be made for me. Fearing we might not have our holiday I accepted as I didn't think I had enough time to check it out.

On arrival we found this hotel to be about 5 kms from our original choice and about 2Kms from area with shops ,bars, restaurants etc and was a 10 euro taxi fare each way. The hotel was NOT a adults only accommodation and we found ourselves surrounded by screaming children and howling babies. Also, our room was on the second floor and we hade to negotiate 4-5 flights of stairs every time we visited the beach/pool/ restaurant etc.

There were no handrails or other aids on any of the stairs which made it difficult for us both as I stated previously we both have mobility issues.

This was Not the holiday we had hoped for planned for and payed for and incurred the extra expense of continually using taxis.

The whole thing was a very disappointing experience, including the fact that they failed on both journeys to provide our boarding passes. This on it's own caused us a great deal of stress and anxiety and added to being one of the worst holidays we have ever had.

Ryanair first changed flight timings then cancelled , on 8 March, FR115 to Dublin.

Although offered a refund option by Lastminute on their emails to me , it is subject to the airline policy.

As the flight changes were less than 5 hours, Ryanair are declining to refund.

But email 8 March indicates cancellation.

So we request a refund of the outbound part of our ticket please.

The doc is your email sent to

[protected]@gmail.com

8March 2023 at 12.07

Important information: flight cancellation – Booking ID [protected]

Booking ID: [protected]

I provided you with an opportunity to explain, but unfortunately, you did not make an effort to understand my concerns.

Our conversation yielded a one-sided outcome, and we failed to reach an agreement or come to a conclusion as none of our discussed points were resolved.

Based on your latest email, it appears that you conducted an investigation; however, the results of your investigation were inaccurately stated.

As I have repeatedly mentioned, the email confirmation I received after booking my flight accurately reflected my reservation. Therefore, I do not see any issue with the email containing the booking confirmation. Consequently, I felt at ease after completing the flight booking process.

The problem arose when my mother received a boarding pass with a different departure time and flight details, which were significantly different from what I had originally booked.

To highlight the challenges and additional expenses I encountered:

Due to this being a code-share flight, I was unable to obtain the boarding pass in advance and could only obtain it at the airport.

On the day of my mother's travel, I made numerous calls from the Netherlands to various parties, including Turkish Airlines, Istanbul ground services, the Istanbul helpdesk, the Istanbul police, Indigo Airlines, and Lastminute UK. None of them were able to assist me, causing significant concern as my mother does not speak English. I was worried about her well-being at Istanbul airport and how I would be able to communicate with her. This incurred costs of approximately 50+ Euros.

As a result of spending the entire day making calls to rectify the situation, I missed a day of work, amounting to a loss of 620 Euros.

I purchased a flight with a layover of 3 hours, paying an additional amount for this option. I have attached a screenshot of the flight itinerary showing the layover duration. At the time of booking, there was a substantial price difference between flights with layovers of 3 hours or more. For now, let's estimate this additional cost at around 50 Euros.

I have also attached a screenshot displaying the ticket prices from Istanbul to Amsterdam. If a full refund is not possible, at the very least, I request a refund of this amount. Otherwise, it would be difficult for me to accept the resolution.

According to regulations, if a flight is delayed by more than 4 hours, the airline is obligated to compensate passengers with 600 Euros for the inconvenience. Given that this situation was caused by the error of a Lastminute colleague, I believe it is your responsibility to accept liability and provide compensation, rather than reiterating your point without addressing the matter adequately.

In total, I have spent an amount of approximately 720 Euros, which exceeds your suggested compensation. Moreover, this experience has caused both myself and my mother significant mental stress, as well as distress for other family members. Considering these factors, it is unfair to simply state the opinions expressed by a Lastminute manager. The customer should always be the first priority, but based on our emails and conversations, it does not feel as though that is the case here.

To create a positive customer experience, it is essential to empathize with their situation and view matters from their perspective. I generally do not encounter such issues with other airlines or travel agencies, and it is disheartening to witness how customers are treated in a situation where the company has not only made a mistake but a severe blunder, resulting in challenges for a senior citizen and her family.

Given the circumstances, my mother had no choice but to wait and board the alternative flight, as her phone was not connecting, she did not have sufficient cash on hand, and she was unfamiliar with the process of booking alternative flights. If this is the manner in which customers are handled and decisions are made, I cannot recommend lastminute.com to anyone.

Hope you would now try to understand the situation and access it genuinely.

On May 22nd 2023 at approx 9.30am I booked 4 flights for me an my family to fly from Luton to Beziers in France on June 24th 2023 returning July 1st 2023, however it wasn't until I paid through lastminute.com that I realised I wasn't given the option to reserve my seats.

My wife is afraid of flying and needs to sit at the very back of the plane. We are also flying with my 2 young sons (7 and 4) and therefore needs seats together. I contacted lastminute.com and spoke to someone via their virtual chat and they processed my request of booking seats together and later sent me an e-mail saying that they could not approve my request!

I then began to panic as my wife would be incredibly stressed out if she knew that she wasn't guaranteed a seat at the back of the plane and that would be a really bad way to start a holiday that we desperately need.

I then decided to book the same flight direct with Ryanair to guarantee that we could fly on those dates as we had already booked and paid for the villa. I reserved the seats and completed the booking at 11.47am on May 22nd 2023 .

I then contacted lastminute.com and requested they cancel the original booking however they said they could not even though I was only completed a few hours before.

I then contacted Ryanair and spoke to someone through their chat service and they also said they couldn't help with approving and processing the refund through lastminute.com.

I completely accept responsibility for this error and for double booking however I was scared that the holiday - our first as a family of 4 was going to be ruined because of this. This is supposed to be really exciting and give us a much needed break from our stressful jobs however paying 416GBP instead of 208GBP is causing me to be extremely stressed and anxious.

Please, please, please can you help me to get my booking cancelled with lastminute.com and get a refund of 208GBP?

I booked Ryanair return fly tickets via Lastminute.com for my 4 years old daughter and I.

My departure fly was the 21 April at 17h40 from Charleroi airport in Belgium, which is almost two hours driving from my place.

The Friday 21 April at 13h17, just when I was loading the luggage in the car to go to the airport, I received an email from Lastminute.com.

The email simply said:

“Both of your flights are cancelled”.

I had no more info, and on the Last minute app, everything was unclear.

I contacted the CS of Last minute, the agent has been lying to me about the cancellation, the possibility of finding another fly for us, to be on a priority list and so on…

Eventually, with the help of Ryanair CS, I find out that Last minute could not find me another fly (because they have no legal rights to do so) but furthermore that my fly that day was not cancelled !

Only the return tickets two weeks later were.

From that point I had to rush to the airport, praying for no traffic jam.

I arrived at the airport at 17h10 with no boarding passes, Last minute was supposed to provide them, anyway.

On the spot, the agents of Ryanair helped my daughter and I via priority lines, and we ran to catch our plane, we could board in extremis. My daughter was crying, freak out by the situation.

It was only a matter of minutes that Last minute ruined our holidays. I could not have afforded to buy other plane tickets, and it would have been considered my fault if we had missed that plane.

Booked fight tickets on 17 May 2023 (two days ago). The booking has not been confirmed yet. The payment is still pending. Unsure if the tickets will be issued or cancelled. There is no phone number to contact Last Minute. Tried to contact Last Minute on their website. The chat bot refers me to my online account. The online account only tells me the booking is pending and I cannot make changes. In the end, I don't know if I will get a ticket for my flights or not. Booking number: [protected].

Dear Sir / Madam

I write to inform you that I've been completely appalled at the way my request for a refund has been handled by Lastminute.com.

Myself and my family were let down on our return from our trip to Athens (11-14 April). The trip went well, we were picked up at the airport on our arrival with no problem, the hotel was lovely and we had a great time. However, the transfer to the airport on the day of our departure did not arrive and we had to get a taxi to the airport to avoid missing our flight.

Holiday details as follows:

Booking ID: [protected]

Return flight PNR: O8FC8I

Travellers: Mrs Nadine Douglas, Mr Richard Douglas and Miss Natalie Douglas.

We confirmed our departure transfer with Holiday Taxis via the link sent to us for 4.35am from Melia Athens Hotel, 2 days before our departure (see attached confirmation). We waited in the hotel reception from 4.10 to 5.00am but the transfer bus/taxi didn’t arrive. We called the company and the 24 hour emergency number from the hotel reception but there was no answer from either of these numbers. Concerned that we would miss our flight, we got a taxi to the airport, which cost us £39.78 (see attached bank transaction).

I have now been informed that I will not receive a refund for payment of the taxi for the following reasons:

1) I did not get an invoice from the taxi driver: We were in a rush to avoid missing our flight so did not have time to get an invoice. I was also told that my bank transaction which was forwarded to Lastminute.com did not detail that the £39.78 paid was clear of what it was for. As you will see, the description is "limousines and taxi cabs" so I do not know how this isn't clear.

2) The company who were to pick us up said that we did not confirm our booking - again, the attached shows the status "Booking confirmed".

I was offered a voucher as a refund - I do not want a voucher as I will most certainly not be using Lasminute.com in the future, following such awful service.

Yours faithfully

Mrs N M Douglas

I have book 4 tickets from last minute.com had spelling mistake of my a letter my wife first name. I was trying whole week to get help from last minutes and airline nobody could help it. I had changed the date thinking I could correct it but no one informed me that you can’t change name when you change date. They had took extra money for changing date but didn’t correct name. Next they mailed saying again you can correct it now airline had approve but need to pay airline penalty. Coustomer service was so rude and clueless people. Not recommend at all. Last and final experience with last minute.com. All my call records available for more details.