LastMinute.com review: Canceled fights

To whom it may concern,

Please forward this to the complaints department.

I booked a package holiday with you for my girlfriends 40th. This was a gift and a much needed break away for us.

Booking reference: [protected]

When we boarded the plan in Bristol we were told that there was an issue with the aircraft and an engineer has advised that we disembark and board a new plan.

So we disembarked, we waited another hour and was on our way.

On arriving in Rome we were late for our transfer so we had to wait for a new one. This was a very unsettling experience. The driver was extremely carless and extremely rude.

Our return

I was informed that the flight from Rome to Milan had been cancelled. I was looking forward to arriving in Milan with my girlfriend and spending a few hours here, so to say we were disappointed was an understatement.

Obviously we were tied up in enjoying the site seeing in Rome and hadn't noticed that the transfer time had also been changed so it meant that we could not go and visit the Colosseum that morning as we had planed.

The transfer guy was great on this journey and very pleasant. We arrived at Rome at 09:45 our flight wasn't until 13:00. SO you can image the frustration here. We couldn't see the colosseum but we were stuck waiting in the airport.

During our checking in at Rome we noticed we couldn't access the boarding passes for our flight from Heathrow to Bristol.

On further inspection we noticed a brief update that instructed us to get a coach from the coach station.

Coach station? really? I've paid for 2 extra flights and not got them, but got a coach booking instead?

We no knowledge of Heathrow and feeling frustrated that we now had to wait 5 HOURS at the airport with no information and no access to food (my girlfriend is gluten free)

The information given to us wasn't clear at all but we found the coach station and assumed that our coach would be in this area at some point.

After an hour of assessing the situation and then traveling from one terminal to another and feeling like we've been robbed from a brief visit to Milan we decided that a 5 hour wait was not acceptable. We then had another 2,5 hour journey from Bristol airport to get home. SO we ended up paying for a coach to get us home quicker.

At no point over the weekend did I hear from you to inform me of any changes.

This was sold on the basis of a package that I was willing to accept and this is not what I got.

I understand that flights changing is out of your control but given that this package was booked through I would like to address that I did not get what I paid for and therefor I am looking for compensation.

At no point were we offered a voucher for the inconvenience or even an apology.

As you can image, this was a birthday gift for a big occasion. We have 2 children so we had alot of organising to do prior to the trip.

we arrived late in Rome- we left Rome earlier that planed- and never got to see Milan - we were expected to wait over 5 hours at Heathrow and no one contacted us and was told we had to get a coach.

We had to use PayPal credit to pay for our coach fees.

Please can you contact me within 5 working days with a solution.

Please note that I will not "contact the airline" You can do this. I bought the package through you not them. So please deal with this accordingly and fairly.