LastMinute.com
Reviews and Complaints

Eurostar has contacted me saying they had to cancel my return train from Paris in the 8th Jan. Email received on the 31/12/19 and last-minute contacted same day to notify and request change of train time as advised by Eurostar. Today 5th Jan I still cannot get assurance that if I go to Paris on the 7th I have a train to come back. Everyday I am calling your customer team and all I get is we are sorry but you have to wait . It takes minutes to take our money but to get the right service out you need 7 days... And on top of that your customer services are so unprofessional with the 1st guy on the 31/12 telling me he's not aware of any cancellations and I should call Eurostar myself. When called Eurostar they informed me there are other available Train to come back but last-minute should change as booking was through them. I would like to make a formal complaint with the way my booking has been dealt with and I will also ensure that this is published on all social media platforms to stop people using them again

Hello I want to complain about the flight bj510 was delayed by 4 hours and I lost my connection from paris to London so I need to buy new tickets for Paris to London us the bus spending 7 hours on the bus, booking a hotel overnight in Paris and paying extra money for car parking. Still this company ruined my holiday and charged me by the luggage 130£ in the aeroport because they didn't have the connection to my. I will wait for your answer before contact the lower

Hi i make a booking with lastminutes.com i pay for two persons to have half board meal and when we arrive to hotel the manager said that we pay for bed and breakfast. Its so awful i pay twice for one service . How can i receive money back i have no idea. First team said that i has half board and after that i pay for brunch and now they cal me and said everything is ok and all the time they tel me to wait 24 hours

Booking ref [protected].
Due to the collapse of Thomas cook airlines I was informed that you yourselves would pursue the refund of these cancelled flights.
This return flight was from Newcastle to Dalaman on the 26/9/19 booked in the name of Yvonne Bryers (my sister) but payment was made from my account.
In a message on your website after the collapse of Thomas cook you advised customers that you would pursue the claim for the full amount albeit it may take up to 60 days.
After waiting 5 weeks I contacted customer services for an update only to be told that I should of contacted lm.com and asked for the refund to be put into place which is contradictory to what you have advertised, I'm now told it may take a further 60 days on top of the 5weeks I've already waited.
Can you look into this matter and contact me via email as I don't see why I should have to wait any longer than the time originally stated.
Contact email address
[protected]@hotmail.com
Mobile no. [protected]
Anthony S Williams
I look forward to a speedy reply.

I booked a Hoilday with my friend. The holiday for both of us cost £1, 115. He died unexpectedly on 31 October. I contacted lastminute.com and explained that he was dead and I wanted to see if I could get a refund as I had paid for the holiday out of my own money.
Although they said they would look into it and I would probably be offered the full amount due to the circumstances, I was offered £296 for the holiday which I rejected.
I asked for a refund of my friends flights and holidays as I had originally looked into the same holiday and for myself only it was £600.
I was told I would get 0 refund for my friends holiday.
I was obviously very angry so I phoned jet2 and they said that they would refund the flights of my friend as they are ‘especial' circumstances.
Lastminute.com customer service was horrible at a very difficult time.

I'd like to make a formal complaint with Lastminute.com and request a full refund for one set of flights booked of value £479.46 for flight number [protected].

I tried booking around 5 times with the website to book flights from Bali- Cairns. For each flight, the website clearly said that the booking was declined and that I should try again. Each time I tried, it showed up as a pending payment to lastminute.com on my bank statements and therefore I could not distinguish which payments if any had gone through. As it happens, one of the payments did go through even though the website clearly stated that it had been declined.

I then booked another ticket thinking that this had not gone through later that day - booking number [protected] for Bali- cairns which went through.

Only the next day when I could see what payments had gone through properly could I see that 2 payments had gone through my credit card.

I only wanted to book 1 set of flights and would not have booked another if the website hadn't advised that the booking had gone through on the first flight I booked.

This is a lot of money to me and I really need this back as I believe that I am not at fault here and was led to believe that I had only booked one set of flights.

Please can I therefore have a full refund of £479.46 for the first set of flights.

Hello.

Myself and my young family have travelled from Ebbsfleet International this morning to disney land paris.

We was late leaving Ebbsfleet which was no problem with our connection from Lille to Chessy was still within the time scales with us arriving at Lille.

However, as we arrived into Lille we was informed that our connecting train had been cancelled!
We was also told we had to get another train which was nearly full...
We had people arguing and us having to deal with volatile sutuations over seats. We ended up sitting on the stairs on cases with my young family. This was disgusting. We was getting pushed all over the place and my young daughter fell and banged her head on the rail. No duty of care was considered when this decision was made to ram us all onto this already nearly full train.
There was no support and no member so f staff around or visual on the train to even speak to. Appauling customer service and a horrible experience.

Dear Lastminute.com Representatives,

I am writing you in regards to the booking no [protected] done on my behalf at the Walter Rooms location in Rome: http://bit.do/feMcW

I am asking a refund and I will explain all the reasons hoping that you will also consider taking measures against this location so other persons would not pass through the same situation like me:

1. I arrived at location 30 min before the check in time (12:00) as to leave my luggage at least and when I asked if I can check-in to the room at 12 they said, it will not be ready, to come later on.
They did not show me my room but by discussing on the accommodation, they told me that I will have a bed in a 4 women dormitory.
I said it cannot be like this as it was mentioned in my reservation that I have 1 twin bed, plus there was no mentioning of the persons sleeping in the room so I supposed is for 2 persons, the other having the second twin bed.
Plus they said i will be a bunk bed and I said that in their pictures on the website there were only pictures with double beds or twin beds united and just 1 picture with 4 beds in a room, no bunk beds.
I said I want my reservation as it was - 1 twin bed and the person said it will talk to his manager and let me know when I return to the location in the evening.

2. I returned to the location - the person said we need to move to another location, my room will not be at the address mentioned on the website. At this 2nd location I was taken over by another person - all the person I spoke to were Indians talking not very well English, locals, not looking so trustful. Plus I came quite late - around 8 to the location - so all if this moving between the locations were happening in the night light.
At the second location (which had another name on the door) it looked awful (none of the pictures on the website show this 2nd location) - it looked like a flat and I was shown the room where I will be staying - it was a 5 bedroom women dormitory, looking dirty and awful - I am sorry I did not make a picture. I refused the accommodation and I wanted to leave fast. There were other 2 indians in the kitchen I don"t know what doing there so again I did not feel safe.

3. I was moved to another location to talk with their boss - called the office. When I arrived there it was no manager, but another Indian which was supposed to take me to another location were I would be given a bunk-bed in a 4 bedroom women dormitory and where actually the boss was so I could speak with him also. I was also mentioned I will need to pay 5 EUR city tax per night - more than 3.5 EUR that it was mentioned in my reservation.

4. The 3rd Indian now invited me to another location and on the way being night and being alone I considered I am taking too much risk and I am anyway being fooled by them so I refused to go while walking there. I mentioned I will ask my money back through the website and I will leave, which I did.

So, based on what I mentioned please agree on refunding me for this reservation so at least I don"t remain with my money taken. I anyway had the worst incident on ever booking online and I felt very unsafe.

Thank you and if you need more info please let me know.

Madalina
+[protected]

Booking reference: [protected]
I've booked a all inclusive holiday with lastminute.com
The airline changed my return flight and I've been trying to explain to lastminute.com for the last 2 months that I've don't have time to take my connection flight from Zurich to London City, as I was arriving at Zurich at 7.25pm and the flight to London was at 7.00pm.
All my holiday I was on the phone with lastminute.com and they assure me that this problem will be sort it out. I demanded to speak with the manager and they said that he will phone back which never happened. On my last call they said that I need to sort it out myself with the airline which I believe it's wrong as I paid a lot of money also I paid for them to issue my ticket. Till this moment I don't have my tickets for tomorrow and all of us are insecure about what will happen tomorrow.
I was phoning the airline Swiss and they confirm to me that they don't have any available flight for us tomorrow to London from Zurich and me and my husband will miss work on Monday, that means less money for our salaries, my daughter will miss school and my other daughter will miss Nuresry which I paid for it.
Do you think you can help us in this matter?

Best Regards,
Mirabela Gabriela Maftei

I booked and paid online for 4 nights. After traveling to Bucharest and reaching the address as indicated in my booking confirmation, I had to spend hours trying to reach someone from their number to make me check in without success. Although before I arrived I tried to call but nobody took the phone number indicated.

In the end I had to walk with my laguage in a city I don't know to look for another accommodation!

I wonder if in my place there was a person who couldn't afford to pay for another home or an elderly person with health problems, what would happen to him? !

Till today NONE of H Accomodation called to check my arrival / stay or to say welcome to Bucharest. . .

Till today I am requesting Lastminute. com to refaund my money, but every email they send me has always an excuse...

I regreat my 10 years of bookings with lastminute.com, if I only new how bad they treat their loyal custumers when it comes to refaunding their money!

Booking ref [protected]. I've moved to NZ and a few weeks ago booked for my daughter, Jayne Backhouse and granddaughter Mollie Nicholson to visit me in wellington from Manchester on Feb 12-22nd 2020. Paid 1606.07 from my account. I sent my daughter the screenshot of the dates but when i looked later it said the return date was 20.2.20 instead of 22.2.20. That would be too soon to return on such a long journey. Booking email is in Jayne name backhouse.[protected]@yahoo.com so she would have flight details directly. Tried to change dates and eventually decided to cancel and rebook. There were 2 options when cancelling. 1st-wait several weeks as the flight company had to refund you or take your vouchers. I decided to take refund and wait for Ethiad i think it was to refund you. I understood i would lose approx 180 this way but was fine with this. I have just been refunded only 188.86 to my shock. I have been waiting for approx 1426! Can this be looked into as a matter of urgency pls. Wouldn't have taken this option if known you were keeping most of the payment! V annoyed at this.

To:
Lastminute.com
Acorne Ltd
Stamford House
Boston Drive
Bourne End
Buckinghamshire
SL8 5YS

Subject: Voucher Refund ([protected])

Hello dear Sir/Madam,

I'm writing you because I'm having some difficulties to have a voucher refunded to my bank account.

I have made the first booking on your website (lastminute.com) with ID [protected] on the 4th August 2019. Unfortunately I've been affected from the Thomas Cook bankruptcy and because of my flight back with them I've had all my package (flight+hotel) cancelled on the 25th September. My departure was the 4th October and this happned at very short distance from the planned departure.
I've been offered the choice to have a refund to my bank account or a voucher I could have used straight away. I've chosen the latter and the same day 4th October, I placed another booking for the same itinerary but this time overpriced by roughly £630 more.
I've been waiting for the booking to be confirmed for many days and I've made numerous calls to the customer service that each time I called and asked about the status of the reservation and I've been told every time (almost 3 times) that they were just looking into my booking and let me know after couple of hours, end of the day, etc. During the last calls made more than operator was blaming British Airlines for this delay because of some sort of problems by their side.
The 28th September I've received another email from the customer service (email address noreply_en@lastminute.com, in a very informal way with just plain text, at first I was thinking to a scam email to be honest) confirming that they've not been able to confirm the booking and that they were giving me a refund to my bank account of £638.41 (the price I paid extra when I used the voucher) with no options if I wanted instead a full refund. I've promptly called customer service to have a refund and been told to allow 72 hours.
Very quickly instead, the same day I received a voucher for the amount of £3, 639.78, again with no other choice but to accept it (this time email address was noreply_general@lastminute.com, same plain text with no header, footer as for the previous one) voucher code: [protected].
Called again the customer service and this time without even asking me for booking ID they already knew who I was. Very unprofessional and unsafe to manage a call with such sensitive data in this way (what could have happened if someone else was making this phone call from my mobile?), the operator was answering my question about the refund request in a rude way and I had to ask her which was the booking ID I was talking about as I was unsure she was handling the right one. She was the one upset when I really should have been fuming after the second cancellation at less than a week from departure now.

For this reason I want a total refund on my original payment method for the voucher you're keeping, as I've had no given choice to have it refunded or converted to a voucher. I feel like held hostage from booking with you again for a third time and I really don't want to as the previous attempts failed miserably with a customer service unable to handle my requests and give me proper answers, with my holidays ruined and with a money loss.

I'm also in touch with British Airways to have confirmation if the problem was really caused by them (as your customer service told me in more than one occasion), doesn't seem fair or professional to blame someone else for no reason. I'm telling you this because I've been able to book the flight with them just yesterday night with absolutely no problem.

Booking ID - [protected]

I specifically purchased insurance so that I could change the return flight dates, should I need to. I now need to change my return flight and you have quoted me £1072.90 over and above the cost I have already paid?
Are you guys for real?
1) You already have my money in full for the flight.
2) I have given more than 10 days notice to the change.
3) I can actuall book a whole new flight online fir less, THROUGH YOUR WEBSITE!

Seriously, what on earth is going on here and is this practice in fact legal?

Please advise
Sincerely
Wayne Ovenstone

HOTEL BOOKING SCAM!

Booking at Agentia H Accommodation, Bucharest- Romania

I booked and paid online for 4 nights through Lastminute.com . After traveling to Bucharest and reaching the address as indicated in my booking confirmation, I had to spend hours trying to reach someone from their number to make me check in without success. Although before I arrived I tried to call but nobody took the phone number indicated.

In the end I had to walk with my tongue in a city I don't know to look for another accommodation!

I wonder if in my place there was a person who couldn't afford to pay for another home or an elderly person with health problems, what would happen to him/her? !

This happened about a week ago and FYI, until today NONE of H Accomodation called to check my arrival / stay or to say welcome to Bucharest. . .

The whole service has been shocking from start to now where the issue is still not resolved. We have tried amending flights to receive a quote on the 18.09.2019 for GBP 300 which we accepted to then realise that the two lots of flights had the same flight numbers which is impossible as the flights were to different airports, 1 in Malaga and 1 in Gibraltar. We were told this was possible and does happen by Harry Sinh who works for the company. When we said no this was not possible Harry continued to tell us it was and if we weren't happy we had to contact the airline direct and he could not arrange this. We were then promised a phone call back from a manager within 2 hours, 18 hours later at 1pm and someone calls us back who is not a Manager and tells us that we were right and the flights quoted were incorrect, so in fact we were trying to be charged GBP 300 to fly to the same airport we were flying to anyway. He managed to amend the flights but magically the amount owed would be GBP 700+. We told him we were unhappy with this as it is there error and reiterated again that we wanted a call back from a manager, which we were promised again within 2 hours. 4pm comes and no phone call so we called again and spoke to Mathali Kochre who yet again could not help us and told us we could not speak to a Manager as they were all in meetings. We informed her we needed the managers name as trading standards had requested this to which at first she told us she could not provide us with, we continued to fight this to be informed she would go and speak to the manager and find out the manager who would contact us... the manager who was supposedly in a meeting and couldn't be spoken to. The whole service has been horrific and to be honest I have never been treated so awfully by any Company before. We are supposedly going to get a back before 7pm tonight but to be honest with how it has gone so far i know this will not happen. I would like to inform you that we have informed trading standards and will also be contacting watchdog and the ombudsman. Now I would really appreciate and urgent phone call from a Manager, if this does not happen I will be seeking legal advice.

REF: Booking ID: [protected]
I was notified by BA that my flight was cancelled due to industrial action and given a choice to either book an alternative date or request a refund. I took the refund option.

I first went to the BA website to action this but as I had booked through LastMinute this was not an option and I was informed the agent must request my refund. I therefore contacted LastMinute and they did this for me. I also contacted BA by phone and they told me they would action my refund immediately and I would get a full refund for my flight after they had calculated the taxes.

After hearing nothing for 2 weeks I contacted BA again who informed me that despite them making two requests to LastMinute that they submit the necessary paperwork required to complete my refund nothing had been forthcoming. BA requested that I wait a further week for the refund but suggested that, in the meantime, I could also email bravofly who deal with the processing of refunds. I subsequently emailed bravofly on two occasions but received no response.

Finally I contacted lastminute and explained what I had been going on and the agent told me he would look into it but it could take a week or so before LastMinute would contact me.

Well surprise, surprise after my call I got an email saying my refund has now been processed with 2 options, 1) a voucher or 2) a refund back to my credit card.
I was shocked to see that for a FULL refund that I was being charged a 30euro handling charge!

This is an utter disgrace as the whole cancellation saga was totally out of my hands. BA cancelled the flight not me and BA advised me that I would receive a FULL refund! Nowhere in the T&C makes mention of a handling fee. What makes it more frustrating is that I had to push LastMinute to do their job; ie return forms to get my refund and now they have the audacity to change me a handling fee. I would happily have dealt with BA direct and not involved LastMinute as my refund would have been dealt with much quicker and I would have received the FULL refund I was entitled to.

This has been a very stressful time as BA cancelled return my flight leaving me effectively stranded, I managed to get that resolved and have now been penalised by LastMinute for my actions!

Hi all.I always liked your service but when last time i got tickets with lastminute(first and think last time)wasn't happy((When i chose tickets for flight from Dublin to Chishinau i saw in offer luggage for every person.After checked with Flyone company i got answer that no luggage they can provide me...So i emailed many times to L.M.team maybe 3 weeks and they fed with tomorrow, tom.we help you!But no help i got .We had to buy lug.and send our lug.with microbus because we paid a lot of money for tickets and to add lug.was too expencive and not fair(((They ask me provide then proof of my lug.but didn't promice to pay for it or refund money.We are so not happy and don't advice these liers to anybody!
Thanks Elena

Booking ID [protected] - After having Easyjet cancelling our flight on the 9th August from Luton to Mahon (Menorca), I was told by Easyjet over the phone and via email that I was entitled to a refund of 163.74 GBP. They admitted to have sent the money to lastminute.com and mentioned I had to call them directly to request the refund. On the same day (20th August) I rang lastminute.com where I was told I would get the full refund and that it would take 10-15 days until I received the full amount of 163.74 GBP. Today, 27th August I received an email stating the amount I would receive is of 122.70 GBP. When I rang again I was suddenly told there is a handling fee of 30£ under T&C, which was never mentioned when I first called the agency. This is not acceptable - I had already been confirmed that the full amount would be refunded by both Easyjet and Lastminute.com. Firstly, Lastminute.com is not entitled to any handling fee as it is not a cancellation of a booking, it is a refund as part of a compensation from the airline itself due to cancelling my flight. Secondly, they cannot have customer services confirming something over the phone and then being told something different a week later (conversations are recorded so it is very easy to check this). Lastly, if the handling fee is 30£ this does not even equal 122.70 GBP - this would mean the handling fee is 41.04 GBP which makes me think they have completely invented this whole handling fee to keep some money they are not entitled to.

Dr Neha Dalal booked holiday to Malaga for 2 adults for 3 nights.
We searched for flight from Manchester to Malaga and wanted return flight from Malaga but instead of flight from Malaga our return flight given to us was from Granada which was very inconvenient for us as there was no transport available early morning from Malaga to reach Granada airport so we had to reschedule our holiday and book another hotel at Granada for 26th August which costed us €75 plus €50 taxi transport
We felt that the costumer service was not helpful and were unable to give us return flight from Malaga
I would be grateful if you could look into this and we would like to claim a compensation of extra cost of €125
Many thanks
Anjali Date

Hi,

My name is Stacey Burton and I booked a holiday with you to Turkey. My booking reference number is [protected]. I am contacting because I would like to let you know how disappointed I am with my accommodation. The hotel is utterly disgusting and not pleasing at all.

Firstly, the night I got here, I didn't stay in what I paid for. I paid for a family room and I was told they have not checked out so I have to sleep in two standard rooms. This meant my children would have to sleep in a room by themselves and I'd have to sleep in a room by myself. I am not that type of mother to make my children sleep in one room and I sleep in the other. Especially because it was our first time in the country, I believed the responsible thing to do was to have me and my children under one roof. I refused the two standard rooms and we slept uncomfortably in one standard room on one bed. Please have in mind it was 4 of us and we had to sleep vertically which was very uncomfortable. I didn't get the room I paid for and that upset me very bad. I had to wait until 3PM to check into the family room.

When I saw the state of the family room, I thought to myself it would've made sense if me and my children were squashed on the bed in the standard room because the family room was horrendous. There is no air containing, the TV does not work and the water was cold at one point. I called someone to fix the air conditioning, TV and the water. Luckily, the water was fixed and the air conditioning but the TV has still not been fixed. This is not what I dreamed of when I booked my holiday to Turkey. When I booked this holiday the main reason was because I wanted my children to have a good time. The fact that my children are complaining about the smell of the room and how uncomfortable they are makes me so sad as a mother as I wish I had found something better and I wish I didn't go through with an agency. I regret paying for all inclusive because the food is ridiculous. My children hate it and so do I. For this reason we have to buy food outside which cost me more money. I am very unsatisfied.

For these reasons I want a full refund on the hotel and on the all inclusive.