LastMinute.com
Reviews and Complaints

Good Afternoon,

I bought return flight tickets from Lima to Cusco (in Peru) through your website. However, when I got to the airport and tried to check in, the Viva Air employees said that I had to check in online and print the boarding passes myself before coming to the airport, and since I did not do this, I would need to pay 44 Peruvian Soles per customer. The tickets were for me and my girlfriend and so we had to pay 88 Peruvian Soles. I told the employees that we were never told that we had to do this and it was unfair they were forcing us to pay this now. They said that it was 'lastminute.com's fault as they should have told you all this.

Looking back at all the emails, we were never told that we had to check in online and print the boarding passes before coming to the airport. There is a section that says "to check in online, go to the Viva Air website', but all flights give you this option - you failed to mention that we had to check in online and print the boarding passes, otherwise there would be a charge. I also do not remember being told this when purchasing the tickets. Therefore I think it is completely reasonable to have at least a refund of this additional cost that we had to pay through no fault of our own. Surely it is good measure to also give us an extra refund for the stress and delay all this caused at the airport.

The booking number is [protected], and the flight this relates to is VV758. I look forward to your response. My email is [protected]@hotmail.com.

Thanks,

Andrew Narouz

What an awful experience this summer when we arrived at the airport to find our flight had been cancelled with no more flights for at least two days. No prior notification at all. Even though ATOL protected package and protected under the Package Holiday Regulations 2018, having to really fight for my refund. I have written confirmation that Easyjet transferred funds to their account belonging to me over two weeks ago. They are illegally holding my funds on trust without my permission and gaining interest. I should not now have to be putting together a small claim in my precious time, especially when I have just spent my morning registering a complaint with ABTA! Be careful with this company. Something is very wrong!
I will add that multiple emails have been ignored including an urgent request 7 days ago for a copy of the company complaints procedure. My subject access request has also been ignored.

I arrived at this hotel early morning at 3am due to easy jet flight delay of 3 hours. The receptionist was rude and aloof because I asked him for something to eat for the children. There's a horrible smell in the corridors. The walls are all dirty. Your website states this is a 5 star hotel, definitely not, I'd give it 2_3 stars. There's a mosque right opposite our room which wole us up at 5am. The manager is not interested. We've been given twin room and it's our 25th wedding anniversary. The drinks are all watered down and cocktails are extra. Wifi is also extra. I've paid alot of money for this holiday and really am not happy after saving for past 2 years. I stayed at a 5 star hotel in belek last time paid less and it was amazing. The staff here are rude and not bothered. We were at lunch i asked for water 3 times but the staff are too busy serving the German guests. Your website has given us the wrong information, I am also going to email the CEO of lastminute.com

False advertising, price advertised & agreed, no issue with my payment card Dodgy company claimed technical fault at their end, promised to hold agreed advertised price & a callback when it's technical issues were resolved but no call. So we call, get passed about & last operator just pretended they couldn't hear us. Legal point of sale, false advertising & no responsibility taken by company that would be quick to take customer money when it suited them. Shambolic, consumer rights evidently don't matter. Won't even look at this site again as they cannot honour last minute prices even though that's supposedly their USP

Sir/Madame
as a part of our above travel arrangement a tranfer from Gatwick-London-Gatwick has been booked:
Buchungsnummer: LM-O93841ABA
Supplier Referenz: LM-[protected]
Buchungsdatum: 30.06.19
Because of traffic problems the driver has not arrived and service has not been provided.
Based on information from the service provider UK- City Transfers UK
the due payment was not received and we were advised to request reimbursement by you:
Hi Peter,
First and foremost, please accept my profuse apologies for any inconvenience caused. I am afraid we cannot issue you a direct refund as we have not collected any payment from you. We are a third party supplier - we are the providers for the service you booked through Holiday Taxis, who sold you a voucher.
Please contact them directly for a refund.
I will liaise with them directly on our end also so that they can provide you with a prompt resolution.
Kind regards, Jessica City Transfers UK
27 Elkstone Road London, W10 5NT

Please reimburse kindly the prepaid above transfer to our account.
Thank you.
Regards.
Dr. Peter Lanzer

I made a booking in January for 2 hotel rooms that I then unfortunately had to cancel . I had checked before booking that I could cancel up to the day before.
I did so via the phone and received an email advising the hotel had confirmed my cancellation and the refund would be in my bank in the next few days .

I am now on day 17 and no refund. I have been told different stories by different agents, yesterdays agent told me it was processed and would definitely be in my account today . Guess what, no refund.

Today's agent has tole me it will be 8 weeks once they receive it - from who?

I said I would contact the hotel only to be told no point as they wont know anything about it?
I asked who had got my money only to be told they are not allowed to tell me ?
Seriously, who has got my money ?

I will be expecting interest on for every day its held as I would be getting interest from my saving account of the money was in there
How do I get my money back and why are the agents allowed to tell you anything they want ?

Booking ID:
[protected]

I was contacted by last minute.com and it was suggested that it would be more efficient if I were to allow the person to ensure that I was checked-in, allocated seats and had my boarding passes issued for EW4VC1B / Callaghan.
To be honest I felt quite capable of doing this myself but agreed as the cost was not too high. I did say that my preference was to seat towards the front of the aircraft as this was important to me.
On June 11th I received notification that my home bound flight had been checked-in and boarding passes attached.
I called last minute.com to say that I had not received my outbound flight and was told there was an issue with the Easyjet site and she was unable to check me in, but, not to worry as the company would continue to try to do this. I also found out that our seats for the return flight were in row 26, and it was not possible to amend this.

I read the terms and it said that the confirmation could be made up to 20 hours before the flight time. Therefore it was with some trepidation that I returned home just prior to leaving for Kefalonia to find no email and therefore was not checked in.

I called the number again and was told that it was still not possible to check me in, so I would need to do it myself at Gatwick. I did point out that I had paid for this service but was told that nothing else could be done - we were already booked onto the flight so just present ourselves ( I read that this would actually incur extra cost in your information) but this was literally the day before!

So, at 5am my friend and I approached the Easyjet customer service desk after deciding this seemed to be the most sensible. The man on the desk informed us that the flight was overbooked but managed to find two seats sitting apart - at the very back of the plane (just where I had asked not to be) His terminal was "live" and if we had not immediately agreed to take those seats we could well have ended up without seats.

Just how this is a service to help the customer I really do not know? And I had to pay for the privilege.
We ended up sitting both ways exactly where I asked not to sit, and ended up feeling GRATEFUL that we had seats at all on the outbound flight?!

I was looking for a 2 bedroom apartment in Gran Canaria. I found one on lastminute.com and rang the help desk to check that there was a 2 bedroom available. The agent put me on hold while she contacted the hotel and then came back to me saying that there was a 2 bedroom apartment available and would I like to go ahead with the booking. On the understanding that I would be given a 2 bedroom apartment I proceeded with the booking, even though she pushed the price up at the end saying that the flight I wanted had just gone up in price! Nevertheless, wanting a 2 bedroom apartment I agreed. When details of the booking were sent to me it was for a 1 bedroom apartment. I contacted the help line again and explained. The man said he would review the conversation and I would hear back in 72 hours. The email I have now received says that after reviewing the case, they were correct in booking me a 1 bedroom apartment. If they had listened to the conversation they would know that I specifically asked for a 2 bedroom and this was what I was offered. If I had wanted a 1 bedroom apartment there were any number of cheaper options available. I only agreed to the booking because I was told it was a 2 bedroom apartment. I WANT a 2 bedroom apartment as agreed. I travel on 8th July so this needs to be resolved quickly.

I am a loyal customer with Lastminute for more than 10 years now. Recently, I purchased a flight ticket via Lastminute and I paid extra charge for the FULL FLEX option to be able to change my inbound date when I get confirmation from my work. When I tried to change the flight inbound flight, you replied back that FULL FLEX is to cancel the flight only and it is upon the carrier airline decision, my request has not been approved. My question is:
Whilst charging customers for the FULL FELX, why do not you clearly clarify that the decision making in changing flight dates is the carrier airlines not your end?
This ambiguity lead to work problems fro me, as being unable to stay in place to do my work, as other alternatives have been proposed to me by your team cost me about £300 extra.

Thanks for your cooperation and I hope that you improve your services to sustain your customers' loyalty

TODAY'S DATE IS FRIDAY 14th JUNE 2019: I booked return flights from Gatwick to Bordeaux online with Lastminute.com over a week ago, scheduled to depart from Gatwick today. I had to change my flight so I went onto the Lastminute.com website and made a request in the booking yesterday morning to change my flight. I received no call or email from Lastminute so I called their customer service this morning (at a charge of 13p a minute for a 12 minute call that I then got cut off from without resolution). I pointed out the flight was at 1.25pm today and I hadn't heard from Lastminute; the chap I spoke to said a team member tried calling me yesterday but got my voicemail. I have no log of a call from Lastminute on my phone, and have received no messages. I rang Easyjet who assum I am still flying today. I have now resorted to making a separate new booking direct with Easyjet departing next week, at additional expense and a greater price than my original flights. A short while I received a call but heard no voice on the other end of the phone, no message was left. I called it back and an automated message indicated it was Lastminute, but I didn't want to get charged for another lengthy call so hung up. My complaint is this:

1. I attempted to change my flight more than 24 hours before departure to limit any additional costs and avoiding losing the original fare payable
2. I have received no emails, texts or voicemail from Lastminute to suggest they were dealing with my query
3. As well as the original flight booked, I have now had to pay considerably more for a revised flight which I have had to sort out myself
4. There is nowhere on Lastminute's website that directs us to customer complaints!

Please could this matter be looked into and adequate compensation be returned to myself.
Thank you
Kim De Luce
T: [protected]
E: [protected]@outlook.com

They sell bookings that could be cancelled and when you have to cancel, it is a nightmare to get hold of them. Eventually phoned them, agent said it was cancelled but no confirmation Email.
I sent them an Email to address found on my PayPal account, to cancel and raised a dispute through PayPal, which they ignored and received an Email the evening before the booking that it is not possible to cancel. This after it said I could cancel on the booking and the agent assuring me it was done. Thank God for PayPal protection!

I booked a room at the royal hotel in purfleet, i then realised that i had booked the hotel in the wrong area, I emailed them directly and said I wouldn't be attending as it was no use to me,

I contacted my bank and cancelled my payment, the bank has still taken the payment even though I never turned up and this has caused me to go overdrawn on my bank and I am now receiving bank charges! I have spoken to two agents from last minute.com and they have agreed that I shouldn't have to pay for a service I haven't used.

I feel this is unfair, and it's causing a lot of unnecessary stress and financial hardship.

The outcome I would like is a complete refund and my bank charges to be covered.

Please email back and tell me what I can do.
Thanks
Mr Matthew Thorogood

On 3rd of March 2019, I booked two airline tickets from Dubrovnik to London.
The booking ID is [protected].
On 4th of March 2019, I received an email from Lastminute .com that the booking could not be confirmed and I was advised to check my bank account for the refund of £128.59. To date (23/04/19) I have not received the refund.

Don Chandresinghe

I have booked a flight and an hotel that I need to cancel. I could cancel befor April 17 and I am April 16, 10:30pm and I can't cancel on their website but only by phone. At this time the outline is off. So I try to call the hotel but no one answer me so I sent an email to the hotel to inform them that I cancel the booking. I don't understand that it is not possible to cancel by their website. All competitors have this service.
Please help me to consider my request. Thanks

Booking id: [protected]
1. Email from Last Minute on 12/03/2019
"The "change date" must be applied both FLIGHT and ROOM RESERVATION.
The single service cannot be cancelled or amended as per the Terms and Conditions of your Package.
Should you wish to ask for a new date change for the whole Package (Flight+Hotel, be so kind to contact us again and we will check availability and extra cost of the change for you. "
*** I asked for any date any month of the year and happy to pay the extra if I have to. But you are not giving me anything.

2. Email from Last Minute on 13/03/2019
"We regret to inform you that unfortunately changes to your ticket are not permitted. This is in accordance with the airline's terms and conditions of the type of ticket purchased. "
** Even though you gave me a quotation on 12/03/2019 and asking me to pay £292.

3. Email from Last minute on 20/03/2019
"We regret to inform you that unfortunately changes to your package are not permitted. This is in accordance with the airline's terms and conditions of the type of ticket purchased. "

** once again you did not take my request and reply me back with above email

4. Email from Last Minute on 20/03/2019
"The dates requested from 13th April to 20th April are not available. For this reason the quotation cannot be provided and the change date cannot be confirmed. We remain at disposal for any further information you may need."
*** I gave you 5-6 dates but you could not provide me any.

5. Email from Last Minute 26/03/2019
"The only alternative now is to cancel you booking with no refund"

From the very beginning you were playing with the whole situation because I paid you the money upfront.
You were sending me wrong emails every now and then telling me not changeable then giving me a quotation when I did not accept it, you asked me to give an specific date, I gave you an specific date you come with not available.

I gave you another 5-6 specific dates you were still saying unavailable

Now I asked give me any dates and any month of the year. Now you are saying
"Unfortunately, at the moment the last date with a special Offer flight to Hurghada is on 20th of April"

You never said that before my offer is only available before 20th April. I have checked your terms and condition, it says non-refundable room at the hotel Hawaii Palm Resort but flights are changeable and it may cost extra money.

I am happy to pay extra money for the hotel, happy to take flight on any dates happy to pay the fees.
Why you cant change my dates to any dates?!

LastMinute.com cancelled returned flight. Did not refund money. Bk#[protected]. Volaris Y4893 dfw-gdl. Y4892 gdl-dfw(cancelled by LMF. Reservation made Oct. 28, 2018. Ticket 4893 Nov.8, 4892 Feb. 27.2019. Refund 243.38 in USD to Jane Rush, 105 Westowne Drive, Cooper, tx. 75432. Jane Rush
I tried to contact Lastminute.com, by telephone and by email. They failed to respond. They also erased our correspondence on email.
They owe me $243.38 USD.

Booking references: [protected] & [protected]

Good Afternoon,

It upsets and concerns me that I am having to write to you in complete disgust and dismay over our recent visit to Hellidon lakes golf & spa resort.

I feel like this is not only the greatest disappointment but also a serious health and safety threat, the whole of our experience is indeed a story to tell and not one that I am taking lightly.

I have included in this email, the reference numbers or both mine and my friends booking with yourself, the full account of the day in question and pictures to prove my points raised.

I must start off by saying that this has caused myself and my friends a great deal of upset as this was supposed to be a treat for my friend after a very recent car accident. We were looking for a spa deal for us girls to get together and relax, we found this on your site, recommended was Hellidon lakes, how can you recommend such a shocking service, I will never know. This is when it struck me that you may not be aware and I felt it necessary to let you know.

The day went from bad to worse, to diabolical in my opinion, when we arrived at the hotel, the construction was far from little and did in fact very much impact our visit, the area was downtrodden with the dust, industrial material and ripped up carpets which were a major hazard, a gentlemen advised me where the spa reception was so we traipsed up and down several sets of stairs with no guidance, when we finally arrived at the spa we were met with a rather rude spa receptionist that explained a beauty therapist had not shown up for work and that they only had one therapist on for the whole of the day… on a Saturday I find this utterly unacceptable, so although our package contained a 50 minute treatment each, we were reduced to have a 25 minute treatment each instead, our treatments were originally scheduled in for 1pm (for 2 people) and 2pm (for 2 people) so that we were having treatments together. These were changed to one treatment at a time at 2pn, 2:30pm, 3pm, 3:30pm meaning a lot of waiting around for some of us. Despite the annoyance I was prepared not to let that ruin our day, we scheduled in our lunch time/orders and went to get changed.

The day just got worse. In the ladies changing area, they had a fan with a wire traipsed along the walkway, where my friend tripped, almost falling over, if I had not have caught her. The whole changing area was in dire need of care and attention, locker doors were missing, rubbish had been left everywhere, tampons left on the floor of the bathroom and the shower heads & pipes moldy and not attached to the wall where you couldn't take a shower comfortably. We chose desperately to overlook this and continue on with our day, headed on down to the pool and this was where we encountered all of the horrible artefacts that I have photographic evidence of.

The air was thick and stagnant, the surfaces dripping and moldy, the drains were rusted, black mold was all over the doors and door frames, the ceiling was dripping with rusty drippings right over the loungers and into the pool, parts of the ceiling had fallen down and the floor was incredibly slippery, I personally felt very uncomfortable and uneasy, therefore we decided that sitting in the jacuzzi was the safest bet. As we got in and slid along a tile came loose scratching me. I was absolutely shocked and felt very unsafe, my friends and I had a look and it was apparent that the whole jacuzzi was falling apart, we counted 26 considerably sized holes, a few of which had loose tiling just moments away from braking off and scratching someone like it had me, this is a major hazard and could have caused me serious harm, I am lucky that it was not more severe, however this is completely unacceptable and certainly not what you expect when visiting a golf and Spa resort.

Unfortunately this is not where the horror of my experience ends as I ordered the camembert for lunch, considering that he agreed on lunch specifications at 10am and we gave the our lunch time of 12:30 I would have expected no issues, however I was wrong. When we arrived we were sat at a table and left for quite some time with no one around, when the waitress finally came back she brought our food over with her and I started to cut my camabert open, it was uncooked, lumpy and resembled cottage cheese. I brought this to her attention and she said that she would get another for me. My friend, at the same time noticed hair in her butter, this happened twice, to the point that the waitress finally gave up and gave her packet butter. When my second camembert arrived, the chef brought this up, he knew that the food was for out table as we were the only table in the entire restaurant, however he didn't bring the food to me, instead he placed it down on the table behind us and shouted over to the waitress to came and give it to me, so no apology, no thank you just utter rudeness. I knew straight away that it was not cooked as it had not been long enough, i cut in to this again and was correct, this was not cooked. At this point it was nearly half past one, my friends had all finished eating what they could of their Lunches and I had quite given up on the chef getting it right so I told them not to bother and had chips instead. To say that my price included a lunch option, of which I got a bowl of chips is absolutely unbelievable and not exactly what I would call great value for money. There was no apology or empathy regarding the issue with my food or the hairy butter, it was all very much bridged under the carpet by a very yound and unexperienced girl.

Overall our experience was diabolical, I think that you have to agree, if you do not then I will be making the appropriate bodies aware of the immanent health and safety concerns that I have, I will not let this be swept under the carpet and definitely expect at the very least a full refund for the monies paid out plus appropriate compensation. I travelled over an hour there and an hour back costing me a considerable amount of fuel, I was injured on the premises and I am now incredibly ill with a very sore and inflamed throat due to the conditions that I was subjected to.

I would appreciate a speedy response to my complaint please.

I have made a reservation on website lastminute.com with Booking ID: [protected], on the 28th of December of 2018. After half an hour I received a call from the agent to acknowledge the booking, which I immediatly attempted to cancel due to mistake in booking. Agent explained he could refund the full amount of plane but not the hotel (which was the mistake made). I requested to speak to someone higher and they refused me with that chance, and offered little to no help becoming increasingly rude towards me offering me nothing but a No as a solution.
I then called again with another agent who promised that a supervisor would call me to rectify the issue, received no call.
Third person I have spoken with assured me that full refund would not be possible, but they "might" be able to refund something, but I should understand lastminute.com is a sustainable business so it would most likely not happen. They then promised 10 days for a reply on the cancellation, that was on the 12th. We are now on the 23rd of January 2019 and the response was a template refusing any kind of refund. I understand I have agreed to some "devil is on the details" terms and conditions, but I have noticed that mistake exactly on the same day. I feel robbed, I do feel ignorant for not knowing better and will take this as a lesson learnt, but Lastminute.com is definitely not something I will ever recommend as a costumer.

booking reference [protected], date 06/11/2018
My name is shamiso Kasvuura. i bought a flight ticket for my husband online, the totally balance at the check out was £308 but when the transaction showed on my account it was £349.
I rung lastminute to get this sorted but the person i spoke to said there is nothing he can do because the person has already travelled. He said on the confirmation ticket it showed the amount but i didn't have the confirmation email because i had used my husband's email so that he had the proof of purchase to show if needed because he was travelling from Johannesburg to London. My husband was not aware of the amount i had purchased the ticket otherwise he would have alerted me it was different on the confirmation email.
I have been using last minute for a while now and would like to continue using it. all i would like from them is a refund of the £41.

I hope they will resolve this issue.

I had booked the flight with last minute.com through skyscanner. I definitely confirm the date on 3rd feb 2019. When I finished the booking, tge screen shows 2nd feb to 3rd feb 2019, I was confused. When I had received confirmation email. I knew it is wrong. So I phoned the customer service and talk to the supervisor renuka, she aggressively gave me an attitude. And told me that all the online behavior was being monitored and recorded. Therefore I asked her to provide the evidence to prove that I am wrong. She was afraid and told me it has technical issue. I am so angry. So soooooooo angry about the website.