LastMinute.com review: Flight booking 2329071488

I am writing to express my utter disgust at not being able to check into the flight I have booked. I am flabbergasted that I have received no communication to state the reason for this. The only communication that I received was at 8.16 am of the morning of the 10am flight when I was sent new flight details, out of the blue, for a departure on the same day of my return flight, with just 35 minutes between flights. This is incomprehensible. Needless to say, my family holiday has been ruined.

In the circumstances, I demand immediate reimbursement for the cost of the flight and the accommodation that I was unable to use, but have paid for due to the lack of notice. In addition, at the very least I expect to be compensated with new flights to the chosen destination with accommodation paid in full for the same period of time. The events are detailed below:

01-04-23 I received confirmation of the booking to Catania departing on 27th March stating that check in for the outward-bound flight was on 26-03-24. (Booking ID: 2329071488). I have the documents to prove this.

26-03-24 I attempted to check in at 5pm and was informed that I was not able to do so yet. Concerned, I called Lastminute and was directed to a chatbot on your website where I was presented with a menu of options. There were no suitable options that allowed me to check in so I opted for confirmation of the booking to see where that might lead me. I was alarmed to discover that the flight details on the confirmation that I was given via the chat did not match my booking confirmation.

27-03-24 at 8.16 am on the day of the flight I received an email with confirmation of new flight details (that I had not made) for a departure and return flight on the same day with 35 minutes between the inbound arrival flight and the outbound departure flight. Please note that the flight dates given at this point matched the dates I noted via the chatbot. However, the confirmation that I did not recognise from the chat did not state that these were new flight details. I feel as though I have been defrauded.

The cost of the flight was £279.98 and the cost of accommodation £509.33 which is a total cost of £789.31.

I understand that I can expect to hear from you within 14 days of receipt of this complaint. If I do not hear from you in that time, I will be forced to take immediate legal action.