LastMinute.com
Reviews and Complaints

To Whom it may concern,

Please note my Daughter booked a Holiday for three of us for my Birthday.

Note full package flights and hotel on Turkish Airlines.

Note I fell sick due to work related accident which made me Hospitalised from 27th Dec to 3rd of January 2023.

We where due to fly out on the 7th January until the 12th January 2023.

Note after having been released from Hospital I had a relapse on the 5th January, At which point I was admitted back into hospital this was a life threatening symptoms and diagnosis.

My daughter contacted and spoke to someone in customer service whom was not understanding and note I had got a letter drafted by the Doctor in the hospital.

Please note all my Daughter wanted was to reschedule the booking for a latter date in the Year.

I'm told that you as a company not compassionate and understanding refused to hear what the issues where.

I would like you please to take this matter up with urgency and shall be sending this further.

The booking was made for three

Mr Muzfer Butt

Mrs Arifa Butt

Miss Aiman Butt

Please note have tried to attach medical letters not possible please send me a link to:

[protected]@yahoo.co.uk

Mr Muzfer Butt

[protected]

My Daughter Name Aiman Butt

I booked 7 flights to Paphos for July 2023 priced at £362 eash plus £45 hold baggage each way which ammounted to £3164 yet last minute.com took £3777 from my bank an overcharge of £631 ..these flights were booked in September 2022 Lastminute.com response was did i take a screen shot of original price they have rippid me off and there not interested in sorting the issue out ..

Paid via PayPal but can’t get my money back last minute say they do not recognise the email address

Placed a booking for my friend to meet me in portugal but I sent her the details notifying her of it being paid but they took her money as well therefore the flights have been paid twice.

the money went out of my bank account via paypal and my friemds via hwr bank account,

hi last minute team,

I have been following up with [protected]@lastminute.com regarding my air ticket refund from last 2 years and still not got the same. Hence take this complaint as my final attempt before i file case in consumer court regarding the same.

My original ticket was purchased with lastminute.com (Last minute booking number : [protected]) than it was rescheduled with Airindia contact centre (to 18th April 2020), which finally was cancelled by air India as per COVID guidelines. Hence i am chasing to get refund on below ticket from air india via Last minute (as original ticket was booked via Lastminute.com) .

Ticket details for which refund requested :

Date of travel : 18th April’2020 flight

Flight Route: Delhi to London

Passenger Name (with Air India ticket number) :

Vipin Arora: [protected]

Aadya Arora: [protected]

Jagriti Sikka: [protected]

My complaint was dismissed. I subsequently replied and have not even had a reply. My attempt at communicating my complaint with the vendor could only be done by text to Texas and I got no response.

Thank you Gerardo. On reflection I think the problem arose because of a complicated system the provider uses which is unlike anything I have found when booking accommodation through you before. They take my money before I arrive but expect me to phone them rather than emailing me precise instructions. Indicating that I would be asked for an additional £100 deposit was also a surprise but if there had been a local person looking after me I would not have been so worried. Expecting me to make transatlantic calls to contact them rather than them make arrangements to call me is very confusing and sadly led to me suddenly finding myself without a place to say. When security at the apartments told me the leaseholder is breaking the terms of the lease in charging me to use it I was even more disturbed.

I look forward to hearing from you

Gerardo, Thank you for your reply. There is nothing in it that surprises me and certainly Lastmiute.com, a global tech corporation is not worried about losing my custom. You have however failed to answer my complaint which is not about the booking process which was fine. As this is a no refund for cancellation booking once I click confirm you have my money whatever happens subsequently. It is only with the confirmation notice I can learn there is no reception or that I might be asked for £100 deposit. These are not mentioned in the ad on your site. There is nothing in the ad to indicate that there would be a need to communicate with someone in Texas rather than a local representative in Birmingham UK which the vendor has to have to facilitate entry and service within the apartment. Once I confirm the booking and my money taken do you notify the vendor with my contact details? I need this information as my complaint will now go directly to the vendor.

Many Thanks

I am reaching out to you to help me PLEASE! I am getting nowhere with your helpdesk!

I would appreciate if you could look at the transcripts for the above booking reference between myself and helpdesk since 24th Sept to date.

Since 24th September I have been asking you for a refund for 3 x Wizz Air tickets purchased travelling from Palma Majorca to Gatwick. Our flight was cancelled on the morning and despite contacting yourselves and wizz air we were left abandoned at Palma airport. We had to fend for ourselves and purchased Ryan Air tickets at £325 each to get us home and not even to Gatwick but to Stanstead.

I have been requesting a refund from yourselves for over 3 months and then I receive the following email asking me! to ring Wizz Air myself to request an refund - this could be a fake email as I cannot believe you would ask me to do this, please see below:

Dear customer,

We are getting in touch to update you about your refund for Booking ID [protected]

We have made every effort to obtain the airline’s refund for your cancelled trip on your behalf. However, as we act as an agent in the sale of standalone flight tickets, we must adhere to the airline’s policies, and so are unable to process your refund until the airline releases the necessary funds. Please note that we have not as of yet received any information from the airline about how long this may take.

We ask that you contact the airline directly to request your refund or to check the options that are available to you (i. e receiving a refund in the form of a voucher or credit). Should we, in the meantime, receive your refund from the airline, we will contact you.

If you have already settled your refund with the airline (either by rebooking your tickets, accepting a voucher, or opting for a cash refund) you can ignore this request and consider your refund resolved.

Please note that if the airline deems your ticket non-refundable, no refund can be processed in your favour: as intermediary agents, we adhere to the fare rules and policies of the airline. You can view the status of your refund in your customer account area.

You can find your flight information (PNR and/or ticket numbers where available) in the booking confirmation email you received from us, as well as in your account area on our website.

We apologise for any inconvenience caused and thank you for your patience.

When I log onto the helpdesk now, once I put in my name, email address & booking reference, I automatically get cut off and no help given which is very upsetting and very unprofessional on your behalf.

I made a complaint on 07th December and have not received a response at all, so I would like to escalate this complaint.

I booked 3 return flights via last minute.com and was sent a PNR and an email address so that I could log into The Ryanair website, to check in. I checked my flight/booking regularly via the Last minute.com website but it stated I couldn't check in with Ryan air until the day before my flight. My flight, FR9273 was booked for Thursday 01st December at 11.15 am. I tried to log in to lastminute.com on Wednesday at 11.30 am (just under 24 hours before my flight) but it stated check in still wasn't open at that time and I had to leave for a works meeting at 11.40 am. I went straight from work to the hairdresser, where I tried to log in ti The Ryan air website from my mobile, but I couldn't, so I asked my daughter, who was flying with me, and my partner to check us in. She also was unable to gain access with the information provided to us and her partner attempted to assist but he also could not log us in. We did not worry at this stage, as we assumed, we could check in when we went to the airport as we would have to visit a desk to check in our cases, which we had paid extra for.

We approached the desk, early and asked to check in our cases. The receptionist informed us that we should have checked in, prior to arriving at the airport. We explained the problem we had experienced when trying to check in and she informed us it would cost us £55.00 each to check in. We explained again that there was an error, we had no idea at which end, Ryan air or Last minute.com but again she told us we would have to pay the additional charges. I telephoned last minute.com, but the person who answered the telephoned informed me that he could not transfer my call but assured me that I would receive a call back within 15 mins - NO call back was received.

At this stage, just hours before our flight, we felt we had no option but to pay the money (£55.00 each) and check in.

We had arrived early, in order to spend quality time together (as my daughter lives a 4-hour drive from us) and start our long weekend away with a glass of champagne in the departure side, but the experience and the additional charge, left us feeling upset, and no longer able to afford or want the glass of champagne. Instead, we sat trying to contact lastminute.com.

I eventually managed to get a response and be transferred to the correct department from my mobile whist in Germany. The operator tried to talk me through the log in on my mobile so that I could check us in for our return flights and not be charged again. The operator was also unable to log us in using the details last minute.com had provided, so she asked us to log onto a computer. Luckily as we were staying with friends, and not in a hotel, I was able to and the operator talked us through a log in route totally different to that detailed in the information which had been provided.

Due to the log in details not working, we were charged £55.00 each for the airline logging us in. I requested a refund from Ryan Air directly, but they have informed me that as the error was at your end, you are responsible, so

I would therefore like to request that this is refunded for all 3 passengers (£55.00 each) to account

Name in account Gail Gordon

Sort code 30-94-58

Account [protected]

I am not looking to seek compensation for the stress or upset this has caused, or for the fact I have had to make this complaint twice now, just simply a refund of the cost incurred through no fault of my own

Booked flights for myself and my partner for Zante, these were booked in 03/2021 for 06/2021. Unfortunately TUI cancelled the flights due to covid and I have never been refunded. Lastminute.com have said TUI are not releasing the funds and TUI say lastminute never gave them the funds as the flight never happened. I'm sick of being lied to and calling for days on end. I can supply all emails, dates and information regarding the case.

"Hi Anthony, Booking ID: [protected]

Your Madrid - Manchester flight, departing 04 June 2020, has been cancelled for all the passengers in your original booking.

As we are acting as an agent, we are unable to provide a refund until it has been accepted and processed by the airline, which could take up to 2 months to complete.

Once we have received the payment from the airline, we will send you an email detailing the refund options available to you.

For more information and to see the status of your refund, check your account area."

we are still waiting for this refund from June 2020

In January 2022, I paid for two return flights from BHX to Frankfurt for July. This was cancelled by you/Lufthansa a few weeks before departure. After innumerable chats/emails I have still not received my money back.

We received £43 soon after cancellation, nothing since.

Your last email offered us credit note, not money back, and not for the full amount.

I want a full refund of all money spent.

Arrived at the karnak hotel at 11pm after waiting 30 minutes for someone to answer the door and phone calls from taxi driver who waited with us. We registered and shown the room, no lock on the door so had to change room. Asked reception for water and told it would be fixed in the morning. Requested two egg omlette for breakfast with tomato and onion in one and the other plain. Again requested water and charged 20 pounds. At breakfast received cheese and tomato omlette and given small bottle of water. Reported no hot water in the room. Went to pool at 10am, it was filled with stagnant water, 3 sun beds with dirty towels left and at 1230 the sun was gone. Noone available who spoke english but understood the pool pump was broken. Went to the hilton hotel across the road to get a shower and shave with hot water. Requested to speak with manager multiple times to be told he was busy. Asked for lunch and dinner at hotel and told it was closed no chef but staff would go to mcdonalds for us. Room was cleaned once in five days and again had to request for this. Reported two or three times a day that we still had no hot water amd still waiting for someone to look at it. After five days of no assistance we decided to take a taxi to a previous hotel we had stayed at and paid £300 for the remaining 9 days on bed and breakfast rate. We went back to karnak to speak with manager and say that we were willing to leave, told us he would be ten minutes but after waiting an hour we handed over our keys and left. The website shows breakfast buffet tables, a lovely pool area and everyone speaks english but none of that was true. The rooms were dirty and inside of fridge was unsafe with loose wires and had not been cleaned. This hotel was clearly not as advertised and we were unable despite trying every day to get any assistance to rectify

Greetings. I wanted to book a flight from Dublin to Bangkok on the 26th of December 2022 through lastminute.com but after they took my money I realized that they gave me the wrong ticket on the 26th of January 2022. My future wife is waiting for me there so that we could celebrate the new year together and hopefully afterwards get married. When I told her that I won't be able to make it she said that if I don't come as planned I will have no one to come to. I asked lastminute.com to correct the mistake but they asked for 2000 euros and offered me another ticket for the 27th of December 2023. This is injustice. They give klm a bad image. My holiday and my life is ruined. I ask to correct the wrong. If possible to get another ticket, and if not I want my money back so that I can book with another company. Thank you.

I booked a flight from Amman / Jordan to Jeddah / Saudi Arabia for 3 personas (myself, my wife and my daughter.) through

lastminute

Arrived to Jeddah on 19th December 2022 to find out that there is no booking at the Novotel Hotel Mekkah. I've had to pay for the room booking again despite the fact that Lastminute had already been paid in full for the flight and hotel.!

Could you please cancel the hotel booking band refund the payment I've made for the 3 nights I've double paid for

My booking ID is: [protected]

Hotel conformation code is: [protected]

Thanks

Dear sirs,

My name is Matin Rashidi and I had a holiday package booked with you with refrence of [protected] from 3rd December to 10 december from London stanstead to Berling airport. My outbound flight was on a 03 December at 10:05 which I had no issues with. My inbound flight was scheduled for 10 December at 21:50 which I decided that I would like to change on friday 02 December. So I contacted the costumer service and I gave consent for the conversation to be recorded. I asked for my inbound flight to be changed to before 14:00 on 10 December. I was told that my request will be priorotised and after about few hours I received the new offer by email. when I checked the email and saw the price diffrence, I saw that I was being charged handling fee's although I have paid for insurance. besides, I was offered a flight at 15:15 although I stated earlier that I would like a flight before 14:00. I called the costumer servcie again and asked why I am being charged handling fees. I was told that it was mistake and they will send a new offer. I aslo checked the available flights on 10 December and I saw two flights from Ryanair with the same price as the one that was offered to me. I specifically mentioned this to the agent that I was speaking with and I mentioned the price of the flights on the phone while the conversation was being recorded. the costumer service agent advised me that my request will be put in as a priority. I was then sent the same flight on Sunday evening just without any handling fees. I then called the costumer service on Wednesday (if I am not wrong) and asked why have I been sent the same flight again when I specifically asked for a flight before 14:00. the costumer service agent who was a gentlmen told me that he can look into it while I was on the phone which was very kind of him. he said that he can offer me the flight at 13:00 which I wanted however the price diffrecne would be something about £170. I stated but when I requested the flight the price diffrence was very little and now it has gone up because I have been offered the same flight twice and once I was almost charged handling fees by `Mistake`. I was then extremely angry that a `Mistake` has led to this however I kept calm and said that when I requested the flight the price diffrence wasnt this much and it was the same as the current flight that was offered to me. the agent tells me that he doesnt know because he cannot confimr what was the price diffrence on the day that I requested it. I stated that it was the same and that I am not lying. after a long conversation I decided to accept the offer for the flight at 15:15 and pay the penalty charges for ryanair. I was then tod that they cannot even offer me that because it is no longer available and the flight is full. at that point was extremely angry however again I kept my calm and I asked well how do I know when u offered me the flight on Sunday it wasnt alrrady ful? which I received no response to as my question made as much sense as the agent's question asking me how can he be sure if I was telling the truth about the price of the flight that I wanted on that day was the same as this one. therefore I proceeded by saying that I would fly back with the same flight that I already have however I would like one of the supervisors to contact me. I was told that I can also ask for an investigation to be opened about why has these mistake `mistakes` occured which I said yes to and asked him to please open them. he then told me that the supervisors will call me within 24-48 hours. to this day I still havent received a call back from the supervisors and no asnwer has been given to me. when I called the costumer servcie once more when I came back to the Uk I was advised to make a complaint. this incident made my holiday extremely stressful and istead of having a calm mind during my holiday I was stressing over flights and terrible costumer service. all my conversations were recorded and can be checked. My email is [protected]@gmail.com and my contact number [protected]. I look forward to hearing from you.

please bare in mind that all of these happened while I paid extra for insurance and costumer service.

kind regards,

I was advised by last minute that I would have to book my luggage with the airline in this case Wizzair. When I checked with them the cost it was 55£ for 2 trolly bags. However, when I tried to pay it fails and they advised it's because the payment needs to come from you. When I asked last minute to make this payment for me you said you can't do than and I want luggage the cost will be almost 300£.

If you provided me with this information before, I would have cancel with you. Now is too late and you are letting me down.

I suggest you give me a compensation of 300£ so I can pay for the luggage you recently quoted me and initially said you couldn't do and instead I had to do it with Wizzair. Apart from all the hazzard you've caused by asking me to do the luggage with them and then the hard work it was to cancel everything etc.

I need a solution. you can either give me the almost 300£ compensation you are trying to get from me or you can book me 6 priorities to make it easier.

Contact me as soon as possible but I can advise I can't flight with no luggage and I will never pay the crazy money you are now asking for. Initially you couldn't do it and suddenly you can at a super cost. if is so little you won't have problem to compensate it to me for giving the wrong advise. Don't even try to say this is wizzair costs because they quoted me with 55£ per priority so don't even go there please.

Compensation or I will tell my experience to the entire world. I swear of God.

Dear Last minute,

I hope you are well.

I would like to make a formal complain about my experience booking my flights through you.

I simply wanted to add 2 cabin bags to take with me on the flight. I firstly, asked for this via to your chat and I was advised that last minute could not add any luggage and I had to do this through Wizzair. I happily contacted Wizzair and asked them to add the luggage however, when I tried to pay the payment was cancelled and I tried to do this with several cards. Wizzair advised that last minute needed to make the payment in the same way you paid the tickets.

I contacted last minute again through the chat again, and nobody could give me an answer, they rectified in this conversation and confirmed they could add luggage however they needed to escalate the case as they didn’t know the cost or how would they do this. I asked for a quote and waited for 1 week but never got the quote until today. However, it took several calls of firstly, guaranteeing that we already have priority booked and on a second call to double check that was correct, we were talked we didn’t. As you can imagine the stress caused by the mix message sent by last minute is unbelievable and loses total credibility and trust on this company.

I am flying in 4 days and can’t travel without luggage because you suddenly decided to confirm you can add our luggage but as a cost that is obviously abusive and intended to rip us off.

Due to the stress caused giving me wrong advice and causing me to call wizzair, then making me have a debt that I couldn’t pay with them, then asking me to cancel all with them and making me wait and wait for your rectification and quote for adding the luggage, I would like a big compensation of 300£ so we can pay for your ridiculous price to add the luggage. Or, I am happy for you to simply add 2 cabin bags with no charge immediately. Alternative, I am happy to pay for the luggage if you find the way to pay as we paid our tickets, with Wizzair’s quote which is 66£ for 2 cabin bags.

Please send me the complaints form or take to higher manager this as my formal complaint.

I am not going to stop until I get some sort of compensation as I have never experienced something like this with any other agencies before. It is very unfair on us, and I am deeply disappointed, and ready to share my experience with the entire world unless you reply to this email by tomorrow and we can fly with luggage as the decent family we are who deserve your respect, we are giving you the last opportunity to earn our respect in the same way. I hope you don’t disappoint me twice, otherwise I can guarantee you that it will be consequent reviews with our experiences online and will write a formal complaint through citizen advisors in UK. I am a person who never ever give up and will not rest until I get justice.

Kind regards

Dario Garcia.

Good afternoon

I have booked flights with yourselves to fly to Barbados on the 25 th may 2023 ref number [protected] we a travelling to attend the sol rally In Barbados as my husband is entered into it and driving his rally car we are having his car shipped over there but the issue is now sol rally Barbados have changed the dates due to other rallies clashing with sol rally this had never happened before we have changed the shipping dates for the car and not being charged a penny But I have asked your company to change dates of our flights to 31/5/2023 returning on 13/6/2023 and you have emailed back saying yes this can be done but I will be charged £420 for the change I don’t think this is reasonable at all yes I need to change it but that penalty is extremely high it’s nearly another flight I would expect maybe £100 but £420 is ludicrous can a manager look at this case please and maybe look at waiveing this as I have spoken with virgin airline who the flight is with and they would not charge this!

Also legal representative today aswell the world is struggling with the cost of living and you want to charge me £420!

Kind regards

Mrs Michelle Simpson

Hi,

I require a full refund to my payment card under Package Travel and Linked Travel Arrangements Regulations 2018. The cancellation of Booking ID [protected] is due to the incompetence of the team at Lastminute.com. If anything, I should also be given compensation for disappointment of having my holiday cancelled and the time I wasted trying to get Lastminute.com to agree flight changed. Holiday dates 14/12/2022-19/12/2022, cancellation date 13/12/2022.

If this matter is not resolved within 14 days, I will be taking legal action.

Regards

Ray Causton

RE: Booking reference [protected] for travel 25th to 29th November.

For this trip we purchased additional services of seat reservations and no fuss check in.

Our chosen seats were however not provided, in fact those allocated to us were probably the worst available.

This was no doubt affected by several flight changes (another annoyance), however it was at no point made clear that accepting flight changes rendered seat choices invalid. In fact your email stated that "If you accept the alternative flight we will amend other services at no extra cost".

I therefore request a full refund for the cost of this service which you failed to supply.

Furthermore, for our return journey we did not receive boarding passes as paid for, merely a booking confirmation to present at the KLM check in desk. Thus having to check in anyway, so what exactly did we pay £3.95 for?

To further compound our dissatisfaction during help chat with Sharan on 28th November to request the required boarding passes, we were asked to wait for 2 to 3 minutes while further information was obtained, only to see the chat closed in front of our eyes.

I wish that I had seen the dreadful reviews for lastminute.com online before I booked a holiday through the company.

I will certainly be adding my own comments to that list.

Alyson Betteridge

[protected]@gmail.com

Booking ID [protected] Refund voucher from airline

Once again as explained before. I have contacted the airline numerous times and they repeatedly inform me they have issued the travel agent (your selves) with a credit dated on the 17th of June that is good for refund. It also states this on the credit voucher. They also stated they have done everything on their side and there is nothing more they can do and it’s the travel agent who need to refund me or let me make a new booking. I have attached the credit voucher in this email even though I have sent this to you before aswell as the airline sending you a copy. Can you look thoroughly into this matter as to why you will not refund me. I was told I could use the voucher on a future booking with yourselves but after trying to make a new booking yesterday you will not allow me to do this so I do not understand why you are not willing to issue me a refund or even let me make a new booking. I have co operated with you guys in every way possible but you are not helping me at all. My only option left is to contact the financial ombudsman. Please see attached the credit note which clearly states Good For Refund By Travel Agent Lastminute.com