LastMinute.com
Reviews and Complaints

We found out cancelled once arrived at airport NOT and still not been advised of this by last minute 3 days later. Online help rubbish in fact worthless don't waste your time. Had a battle to get another flight for 2 days. Camped at airport for 42 hours. No hotel offered and put us a different airline 3 days later Qatar which is dreadful, trying to change us over £4000 in baggage as allowance different and just told us to throw all our stuff away. My autistic son broke down and had my 3 children in tears for 2 days straight. Absolute nightmare won't use ever again! Apartment in Japan stayed in within Japan was nice only positive.

After booking a one night stay in Liverpool when we arrived the hotel was clearly closed down for some time. Hand written poster on door - we have been closed for 2 months contact your hotel provider. LM.com aloud me to book hotel, debit my account and now making it very difficult to get a refund plus the additional costs to get another room for one night at 7pm with a child. Absolutely shocking service from the Escalation team over the phone. No refund as they have to investigate and let me know the out come. What the f I am not letting this go…. Fraudulently took my money and no hotel.

Everything went very smooth, no hitches whatsoever. Glad I chose Last Minute. Com
The hotel was very good and very clean, with coffee facilities.It was central for all our visits to the Blue Mosque and the Grand Bazaar, and we found everything to our liking.The htel food was varied and you could always something for your palate.The hotel staff were very polite and helpful.

I booked late and experienced a seamless / efficient online booking process for flights and hotel. No problems whatsoever. Flights were eventually delayed but - of course - this is something out of the control of lastminute.com.

I had initially tried to book the trip on Expedia but experienced difficulties making online payment. After switching to lastminute.com, this payment problem vanished.

People do not understand that it is not just lastminute.com that do have difficulties with the refund. And after all they are just a MEDIOTER between the pax and the airline, which means that as soon as the Airline it is going to refund them we will receive the fund. What do you expect peopleee? There is no moreee 14 working days whats wrong with you. Great service as i spoke with their Customer service.

Booked hotel rooms for our party at the last minute. Was presented with a variety of options, so we were able to compare and select the best fit for us. Descriptions of the different hotels were a useful aid for making our selection. Booking process was easy, confirmation arrived in my inbox promptly, and there were no issues with our booking on arrival despite us making the booking earlier that same day.

Hi, i know that is difficult to understand the customer service in this difficult times, when they ask you to wait for your money. It was difficult even for me to belive this. Is true sometimes it takes a little bit longer than usual to receive the refund but at the end i received my funds with a bank wire. Thank you for keeping your word and i hope that the circumstances will be better for us to travel again.

Against all the negative reviews: Lastminute kept their word, even though it needed some time. They gave us a voucher worth more than the original flight price and offer the option to get cash back in 6 months. For all those who can`t wait and think they`re the only people in the world, businesses need to operate just as we need to. Crises like Covid are not only difficult for consumers but also for them. They offer a service that gives us super cheap prices and all we can do is be patient and hope they`ll recover. I had a good experience with their customer service, and the waiting time of 5 months is in times like these more than justified. Just be nice to eachother. (:

I had a brilliant 2 week stay at Kleanthi apartments. These apartments are spotlessly clean, with use of free wifi throughout. My room had a generously sized balcony, where i could relax and watch the sun go down at the end of the day. The family that run these apartments are extremely helpful, hospitable and friendly. It was no problem for them to print out all the documentation i needed to return to the UK. Nikos and his mother Kleanthi were at hand if i needed anything, and couldn't have made me feel more welcome. The apartments have a small pool out the back with a few sun loungers. The food from the pool bar is excellent, and done to a high standard. If i return to Gouves i will certainly return to Kleanthi apartments...
To Nikos, Kleanthi and family... Best wishes to you.

I have plans to travel to Chile in Feb 2025. For internal travel in Chile. On 21st Dec 2024, I booked a return flight ticket from Santiago to Calama +Hotel accommodation + rental car for 24th to 27th February 2025 from lastminute.com (BOOKING ID : [protected]) However I recived a confirmation for 24th to 27th December 2024 when I have no plans to travel and will be here in UK. When I called the customer services they insisted that I had booked tickets fir December and not February 2025. After getting no help and going round in circles unhelpfully, I requested to change the package to 24th Feb - 27th Feb. I was told hotel dates can't be changed but flights can be changed to which I agreed. However after chasing repeatedly it hasn't been changed, each time getting different response. I found the customer services very unhelpful and am still waiting for my tickets to be changed. It feels like I have been scammed and utterly harassment while dealing with rude customer service. I will be raising it with Ombudsman and writing to newspapers and on social media to highlight the issue if its not sorted asap.

Booked a room at around 930pm on 28/3/24 on lastminute.com for one night at the oaks hotel surfers paradise.

Was sent confirmation email, and money was taken from my account ($189).

My partner and I arrived 40 mins before close of front desk, with confirmation number, but were refused a room.

When I asked why we couldn't stay in a room that was confirmed and paid for, the oaks employee simply said it wasn't in the system, and that I should contact reservations, which he had already tried to call, but to no avail as it was after hours for that dept.

The employee became increasingly agitated, even threatening to call the police. At this point, I decided to leave rather than cause a scene.

Holiday to Budapest provided by lastminute.com

From the 28th August 31st August 4 of us travelled to Budapest, Hungary for a catch-up. The holiday went really well and I don't have any qualms regarding the inbound flight or hotel. The return flight however that should have taken place at 21.50pm on the 31st August from Budapest Ferenc Liszt International Airport to London Stansted turned out to ruin the entire vacation and leave us devastated that lastminute.com, whom all 4 of us have used several time before could be so demeaning and inattentive towards us.

It all started before the holiday when both the inbound and outbound flights changed 3 times leaving us very confused as to which flight we needed to get. Lastminute.com bombarded me with emails (as the organiser) for weeks before updating me on pointless updates and changes of flight times to the point where we had no idea which was our flight. In the end we travelled to Budapest incident free and had an enjoyable time.
Our return flights had been changed 3 times from around midday to late afternoon and then finally late at night with emails telling us the schedule of the new flight times. We followed the email advice and turn up at the airport ready for our flight to be told by Ryanair that the flight we were booked on had already taken off. After we had learnt this information I rang Ryanair and told them what has happened and was told that the flight had never been changed and we were always booked on the morning flight despite what lastminute.com had said.
From here we contacted lastminute.com and told them what had happened to be told it "wasn't their problem" in an extremely rude way. We were on the phone to them for around 1hr 30mins (at 13p per minute plus carrier charges) and seemed to get nowhere despite pleading with them that the new flights cost almost ?500 each and we didn't have that sort of money. We tried to reason with them and asked for them to book us on new flights at some time that day and we were willing to accept thiswhich they refused. We then asked if there were any flights in the next few days and asked them to put us up in the hostel we stayed at before this all happened (remember at this point we had done nothing wrong but turn up for a flight lastminute.com had told us to), they said no "not our problem". One of my friends who suffers from learning difficulties and mental health problems at this point began to get upset at the thought of never getting home they are also a student so the thought of a new flight at ?500 rightly so was enough for them to become anxious and suffer a panic attack. With little option we begged them to refund the flights we had paid for (around ?133) and we would borrow money in order to get home. You won't believe it but they still said no, they claimed once we have flown the outbound flight it was no longer their problem and it was either our faults or the airlines.
In the end we had to borrow money from an overdraft in order to get us home, and not even the airport we had flown out of. We then had to make our own way back to where we live miles away from where we had started. We flew out of Stansted and flew back in Heathrow. I myself had a train booked from Stansted to Edinburgh and two others had cars parked at the airport which racked up huge fees.

The reason I'm telling this story is a warning to others that these people who act on behalf of companies like lastminute.com shouldn't be allowed to get away with things like this when this is clearly their own fault. We weren't out for compensation, any one to be sacked or even an apology on the day they abandoned us, just a flight home to our loved ones. As a result of this 2 of us are now being charged interest on overdraft loans and one see's there therapist often (he was already in therapy but now goes more regularly).

I can't stress with people using lastminute.com to be very careful as these big boys' will bully you into submission when they know they have you trapped. We are all almost ?600 out of pocket as a result of this trip.

I hope someone reads this and please offers advice on how we can do something to stop companies like lastminute.com doing this to anyone else. We in this sense were loyal' customers, we had used them before and were treated this way. I'd hate to think of what would have happened if we were a onetime booker.

https://heraldpublicist.com/four-brits-left-stranded-in-budapest-after-lastminute-com-forgets-to-book-them-a-return-flight/

https://www.thesun.co.uk/news/9882161/lastminute-com-brit-lad-holiday-budapest/

https://www.dailymail.co.uk/news/article-7438329/Four-Brits-left-stranded-Budapest-Lastminute-com-forgets-book-return-flight.html

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.

We reserved a flight and hotel stay in Malta (ID Booking: [protected]) between 24-29 February 2024. We had an early flight and arrived at Hotel Marriott Malta at about noon, but the hotel did not find our reservation neither under our name nor under the code ([protected]) lastminute.com provided us with.

We were confident as our whole trip was fully paid and the confirmation was given by lastminute.com, so obviously there was a problem between lastimunte.com and the hotel. The hotel made us wait for an hour while nothing happened, and the representative said we should make arrangements with lastminute.com. So I wrote a message in the chatbox where after some time a real person replied that they sent all information about the reservation to the hotel and it is the hotel that made a mistake. However the hotel still did not let us enter our room.

After another hour the hotel suggested that at the daily rate - by giving our bank account details - they would be willing to receive us among their hotel guests. We obviously refused this as the rate we paid was totally different, and again it was not our fault that we found ourselves in such a situation.

The hotel representative suggested furthermore, that we should always reserve at the hotel directly, as Jumbo Tours (?) and other the travel agencies are not reliable. This we found absurd as Marriott Malta itself works with you and it is normal in the 21st century that you reserve throught other agencies at a hotel. The whole conversation was terribly embarassing and tireing.

I wrote again to lastminute.com and they found out that the voucher they sent to the hotel, was used in January already and finally, they sent a new voucher to the hotel. After several hours, dead tired with two crying children we managed to get installed in our rooms.

I file a complaint as we lot a day in Malta because of this incident that was not due to us and was not treated professionally neither by lastminute.com nor by the hotel.

I would like to claim damages and request a reimbursement for the day we lost from our rare holidays also for the incident we suffered due to your incorrect administration.

Subject: Urgent: Immediate Attention Required - Booking ID [protected]

Dear Syama Kalyani and the Escalated Care Team,

I hope this email finds you well. I am writing to express my deep disappointment and frustration regarding the handling of my recent booking with lastminute.com, specifically under Booking ID [protected].

Your email, while expressing apologies, fails to address the gravity of the situation and the immense stress and inconvenience I have endured. I must emphasize that a simple apology is insufficient to rectify the situation, as the stress and turmoil I have experienced are irreplaceable.

It is evident that your team has not adhered to policy guidelines properly and has recorded inaccurate information without my consent. When I found myself stranded in Istanbul, your staff member, Ria, was uncooperative and unwilling to engage in meaningful communication. As a result of her negligence, valuable time was wasted, leading to the expiration of the 24-hour notification window to the airlines.

Furthermore, it is concerning that my email address was not correctly recorded by the airline, exacerbating the communication breakdown. When I reached out to Pegasus, I was directed to "manage my booking," only to discover that the provided address was yours, not mine. This error demonstrates a fundamental failure on your part, adding to the series of setbacks I encountered.

I have attached screenshots of the hotel payment and relevant documentation, including airline details and payment proofs, to support my claim. It is imperative that you exercise common sense and professionalism in handling this matter. Instead of deflecting responsibility, I urge you to prioritize rectifying your internal issues before proceeding with any further steps.

Your staff's lack of knowledge and incompetence have not only resulted in financial loss but have also caused immense stress and anxiety. I expect a prompt resolution and full compensation for the damages incurred, without resorting to unprofessional tactics.

I am looking forward to your immediate cooperation in addressing this matter and restoring my faith in lastminute.com's commitment to customer satisfaction.

Sincerely,

Regards

Booked a flight back in December 28th, 2023 for the 15th of February 2024, from Auckland NZ to Inverness, Scotland. I arrived at check-in and the ticket had my first and last name were switched, obviously this didn't match my passport, preventing me from boarding. After 2 hours I was finally able to get a hold of customer service through a chat service. I stated that I needed my ticket changed and they asked that I provide an itinerary number - I was not provided one on my confirmation email, nor my account with Lastminute.com. When I told them this I was asked to provide my email address, which I did, they then responded that they didn't have my email on file. At the time I was looking at the confirmation email THEY had sent me. I had email conformation of my flight, booking ID, airline PNR number, e-ticket number and 2 invoices - this was apparently not equivalent to the itinerary number they did not provide me or the email they had lost to prove that I had booked the flight. After going in circles for 30/45 minutes they told me there was nothing they could do. I missed all three of my international flights home and was left with no alternative.

On the 26 of April i booked tickets in advance from Yerevan to Paris 06/05/2022 for 4 persons, amount was 653,66 pounds.Later this flight was rescheduled to 07/05/2022.On that day  I went with my family to airport in Yerevan and was informed that this flight was cancelled and the next available flight they can offer is in June only, one month later. I had to book tickets from other company and to the different airport in Paris these tickets costed me 1162,13 pounds,not planned expenses.I spent the last money i had to do it.

After so much time passed ,money for cancelled flight 653 pounds is still not refunded .

Dear lastminute,

I would like to put through this formal complaint, as after waiting past 3 days for a phone call from a manager, as promised by your employee, nobody bothered to reach out.

Booking ID: [protected]

I will repeat that I have not agreed to a voucher refund and I will not accept one.

I am already looking £150 of original voucher used for this booking, I am expecting the rest of the payment I have made in cash through my back account, back it total back in to original payment as promised while I was making this cancellation.

Yet again. I will wait patiently for your response.

Kind regards

Miss M Zarnowiec

We are a family of 2 adults and 2 small children and booked British Airways flights from London Gatwick to Malaga through lastminute.com. The original flights we booked were departing on 18.05.24 at 9.25am.

Approx 6 months in advance of our flights, BA changed our outward bound flight time due to a scheduling issue, which I understand is fairly common.

They moved our flights departing London Gatwick at 9.25am to 6.40am without our consent or any input from us. I called BA who were very helpful and understanding and said we were entitled to change our flights back to ones closer to the original time we had booked (9.20am) departing from Heathrow instead of Gatwick. BA said it was a simple change and there would be no charge but needed to be done via lastminute.com as I was unable to do it directly.

When I contacted lastminute.com they said this would be possible but would cost an extra £416.88 due to airline costs! this is incorrect information and bordering on fraudulent as I had just spoken to BA who said categorially there would be no airline costs.

BA also said they would ensure they would write this in the notes on my booking so it was clear to anyone from lastminute.com.

Following this I went back to lastminute.com (it is very difficult as you can't actually talk to anyone on the phone, all customer service is via chat bots) who reiterated it would still cost £416.88. I asked them to give me a breakdown of exactly what this charge was for and they were unable to tell me.

I asked them to please resubmit my request to change our flights back to the 9.20 Heathrow flights taking into account the information that BA had supplied in the notes on my booking. I then received an email from them saying they were unable to do this as there was no availability 3 days before or after the date I wanted to fly (which is in 5-6months time). This is also incorrect as there are several flights available.

I booked a multi-flight trip with LastMinute.com on the 28th November from Manchester to Guatemala. I was informed on the 14th December that there was a change to one of the flights and that the whole trip was cancelled. I had this confirmed a second time on the in-app chat and also in an email. As I had no reason to assume the trip would be reinstated, I booked new flights. I mentioned booking new flights in both chats before making the new booking (through another company).

On the 19th December I received an email stating that the refund wasn't available and the trip was reinstated. I went on the chat again and it was confirmed that the trip was still cancelled and that as the airline had cancelled the flight I was definitely due a refund. I also checked that the refund was for the whole trip and that was confirmed.

On the 26th December I had the same email and when I checked on the chat they told me that the trip was reinstated and I was not able to get any refund. In further phone conversations on the 27th and 28th, it was confirmed that the flights had gone back to their original times and therefore I was not getting a refund. This is despite LastMinute.com having cancelled the trip and already offered a full refund within two months. I was also told that I should have let them know I was booking a other flight (I did, this is on record), and that I should just wait and see if it gets cancelled again. Furthermore, I have checked LastMinute.com's terms and conditions, in which it states: "Payment for tickets will of course be refunded to you if the reservation is terminated by the airline or us" - as the trip was cancelled by LastMinute.com, this seems to be a breach of contract. As mentioned above, I had no reason to assume the trip would be reinstated after I was told it was cancelled on multiple occasions.

I have contacted the airline (BA) directly and they have told me any refunds or cancellations must be done through LastMinute.com as the agent. I have also contacted my bank about disputing the transaction and they have told me to wait until the two-month refund period is up before disputing, which I will do. I have transcripts of most of the chats (awaiting a copy of the first chat), as well as the emails and text messages. I have also contacted citizens advice, and they have advised me to lodge an official complaint.

I purchased tickets for my daughters on 20th of July -10 Aug, London to Azerbaijan from lastminute.com and paid £1691.24 with travel insurance which should have enabled me to get a full refund if I changed my mind. When I booked, it said that I could go back and choose to add on the luggage later. However, after the payment was done, I was not able to add on any luggage at all. The message said 'this flight does not have luggage options'. It was impossible to travel without any luggage for such a long journey so I had no other options but to cancel and ask for the money back. With great difficulty, I managed to get credit worth £1388.63 with a reference no [protected].

I used some of my credit (around £100) on 29 Aug-01 sep 2023 London - Copenhagen with booking ref [protected] with 85p extra payment for some reason (it did not let us to complete the booking if I did not pay that).

I still have more than a thousand pounds and I tried to book another ticket but your system did not allow me to use my credits stating that the code was 'not valid'. Why am I not able to use my credits?

I have the copy of all the arrangements for the refund and it is valid till july 2024 .This is not fair. Please refund my money so I can use it when I needed. I will take this matter further if it is not resolved in 14 days

I booked a return flight business class on Last Minute .com.. It Was an Aer Lingus flight to Washington Dulles, returning 18th August 2023.

The last leg of the flight was from Dublin to Glasgow Aer Lingus EI3222 on 19th August.

This flight was cancelled. Aer Lingus could only offer a flight the following day so i booked a Ryanair flight at a cost of 272.97 euros. Aer Lingus have refused to pay any compensation .They say that Last Minute .com is liable since they are ATOL registered. Last Minute. com say that the airline is liable and refuse any compensation . My understanding is that the agent is liable.i.e Last Minute.com

I am writing to you to address a situation that has arisen, which necessitates the cancellation of a flight booking and a request for a refund.

It is with great sadness that I had informed you that my beloved mother, passed away on 20th October 2023 due to a heart attack. This unexpected and heart-wrenching loss has understandably required my immediate presence at the funeral, which was scheduled for 24October2023.

In light of this deeply distressing situation, I had no choice but to make a new flight booking on 20 October 2023 to ensure I could attend my mother's funeral and support my family during this difficult time. This new booking reference is OAILAM. Regrettably, this booking took place after the

original one, which meant that I had to cancel the original booking. The original booking reference is [protected].

I requested the following:

Cancellation of my original flight booking with Virgin Atlantic Airline PNR : ELCDY3 for the flight scheduled on 14/11/2023 returning on 16/12/2023.

A refund for the original booking as I had no other option but to make a new booking to attend my mother's funeral.

I have provided documentation, certificate of cremation, death certificate, proof of my relationship to the deceased and a copy of my passport as requested.to support my request for a refund.

Lastminute.com did not show empathy with the difficulties I am facing during this challenging time. Instead of considering my request to this matter they made navigating this difficult period worse.

I have written to them and Virgin Atlantic (which I was made to believe was my carrier)

On 2023-07-23. at 20:58:26, through your company LMNEXTUK Ltd My husband Mr Reid Martin booked flight number K5S6ZQD, departing from Geneva on 2023-10-04 @ 14:35:00 arrival City was Edinburgh on same day at 15:45:00. The cost of flight for two was 252.58 GBP. Mr Martin paid via a Visa debit card 475141. ID booking number [protected]. However we never received the email confirming the booked flight, even though your company removed 252.58. GBP from the Nationwide bank account.

He waited and waited. He searched all files on his email account, however, contrary to what you advised the Visa Debit Card Disputes team, even though you can quote the correct contact details and ID: there was never any sign of an email from your company to confirm the booked flight.

My attempts to contact EasyJet by telephone in order to discuss this were not successful as I had no flight number nor booking reference to offer.

On 29 09 2023 we attended the local Nationwide branch who were able to confirm that the money had been removed from the account and there was no evidence of it having been returned to the account. While at the branch a google check of the LMnext UK Ltd +[protected] GB identified several experiences of scams. At this point the bank teller contacted The Fraud Department of Nationwide.

It was noted that the LMnext is recorded on the bank statement rather than Easyjet.The sight being used was Easyjet, not LM next ( lastminute.com).

We were advised at this point the matter would be transferred and reported to Visa Debit Card Disputes. However we should wait until the purchased flight date in order to be sure we did or we did not receive a service, namely the flight back to Edinburgh. Which of course we did not received any service from your company

Upon return home that same day all emails were searched and there was no contact or reference to LMnext or Last minute.com flights.

Mr Martin again tried to make contact with LastMinute.com, customer services to establish what had happened on several occasions. But could never get a reply. There seems no means to make contact with your company because you are an online company with few staff, so we have learned. We then made contact with Visa Debit Card Disputes Team to advise them further. This is when the team contacted your Travel company.

With the reference number given on our bank statement, we had researched online with the bank and discovered several disgruntled customers were in the same position as us. Money had been withdrawn from accounts to pay for flights supposedly booked with your travel company, yet no flights were ever provided. Unable to contact you, and in desperation were left with no alternative but to re-book our flights again in September. We booked exactly the same flight directly with Easy Jet. That flight that we were on turned out to be completely full, no spare seats on the plane, as such your statement that you emailed the flight details to us cannot hold true, for if that were the case, then there would have been two spare seats, because according to your response to Visa Debit Card Disputes team, we would have booked four seats in total for the same flight, thus leaving two spare! Yet there were none.

We have looked further into the similar difficulties that other customers of LastMinute.com have experienced regarding the lack of receipt of booking confirmation, all have come to the same conclusion, these are scams, fraudulent transactions made by your company.We attended the local Nationwide branch who were able to confirm that the money had been removed from the account and there was no evidence of it having been returned to the account. While at the branch a google check of the LMnext UK Ltd +[protected] GB identified several experiences of scams. At this point the bank teller contacted The Fraud Team, who then contacted the Visa Debit Card Disputes Team.

It was noted that the LMnext is recorded on the bank statement rather than Easyjet.The sight being used was Easyjet, not LM next ( lastminute.com).

We were advised at this point the matter was reported to Visa Disputes Team however we were advised to wait until the purchased flight date in order to be sure we did or we did not receive a service, namely the flight back to Edinburgh. Which of course we did not receive, from your company

Upon return home that same day all emails were searched yet again and there was no contact or reference to LMnext or Last minute.com flights.

We have been left out of pocket. We are particularly unhappy with how your travel company operate, and am not surprised that you recorded a profit of over £36 Million. I now intend to make contact with the Financial Services Ombudsman as clearly we are not the only customers who have experienced this dreadful service from Lastminute.com. We look forward to receiving a reply from you at your earliest convenience, that is satisfactory to us and fully resolves this matter.

Yours faithfully,

Mr Reid Martin and Mrs Heather Martin

I have just bought 2 tickets to Rwanda they are invoiced separately so I went through the process twice.

The second booking I created the invoice and went back to the first booking to create its invoice as well. How ever the entry point for the creation wasn't coming up.

I called through to customer service regarding that as the chat function was pushing it and chat didn't look like it was available so I called through.

And spoke to ernisa. Once I explained the issue I was told that's not how we create invoices you have to wait for the receipt of purchase.

When I went through the fact that I had created one I was told she was confused and that is not how it is done.

As soon I started to ask questions regarding why I could create one but I only needed help with the second. She started to speak extrema fast and then stated im speaking over her. But she also stated I wont hang up which suggests you have a significate issue regarding advisors hanging up.

So I built 23 call centres in several countries over my career and manage in excess of 3000 staff. So this is feedback from someone that has expectation's of good customer service.

If they don't know the answer ask rather than say you are confused

Also i'm not sure regarding managers calling back regarding service but this advisor stated categorically that she wouldn't transfer me to any one that could help I would have to call back. The issue with that is simple how do I get through to someone that can help with random selection.

Saying i'm confused when you don't know the answer to a question and then lying to the customer does provide any confidence. Refusing to collect help and rather speak as quickly as possible stating 'your talking over me' to try and stop the conversation also isn't a call handling process ive ever used and would make sure its never used again.

This is no way to create a good customer journey and one of the reasons foreign call centres need much great regulation. Lack of accountability through poor call management systems. Now I stated I wanted the call recorded at inception on the phone so I do expect this to be looked at

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.

I am writing with regards to my unpleasant and poor experience with LastMinute. For some background, I made a flight booking with LastMinute.com travelling from London to Miami. Closer to the travel date, I was informed of flight changes with alternative flight options on a different day which was not ideal for me. I therefore requested a full refund and was offered a voucher for the same monetary value.

While carefully enquired and was given the assurance that the voucher could be used multiple times until the balance is fully utilised, and for argument sake let us assume the balance was £1000.

Recently I used the voucher to make a hotel booking worth £500 which was fully refundable without any cancellation fees. Given that we would have been renting a car, I contacted the hotel to arrange for a parking (which was mentioned on the website before booking) but to my surprise, the hotel was charging what I considered unreasonable for overnight parking.

I therefore decided to cancel the hotel booking, and was issued a full refund but by means of a second voucher of £500. Now I have two vouchers worth of £500 compared to an initial voucher of £1000 and that is mainly because LastMinute decided to refund with another voucher rather than crediting the amount back to the original voucher.

I go ahead and make a hotel booking for £750 and was trying to use my vouchers and realised that you can only use one voucher per booking. I immediately contacted LastMinute for clarification as they refunded with another voucher and their response was that I'll have to use one voucher and pay for the extra £250 and then use the second voucher for another booking. This is completely unacceptable as first I was not informed about this prior to being refunded and second it is completely unfair as it is a problem which sources from the fact that Lastminute decided to refund with a new voucher rather than just crediting the original one. Hence I believe it is pure dishonesty and would even call it a scam where consumers are being purposefully deceived and robbed.

What is more shocking is the customer team did acknowledge that it is not sensible what happened but at the same time nothing.

I recently made a booking on LM website and thought I had until next September to cancel it for free. On the same evening I then placed a booking for two passengers that were on the initial first booking. I then thought I could cancel the booking made in error the next day. LM told me the flight was non cancellable/ I went back on the website to have a look and found that the cancellation policy is hidden. I was able to confirm my booking without any information being clearly stated about the flights being non cancellable. I felt that had this information been transparent and not hidden I would have seen that the flights were non cancellable and I wouldn't have made the second booking for two of the same passengers. The reason I made a second booking was because I had meant to book half board rather than b&b and wanted to add the airport shuttle on. This time I chose a non-cancellable rate happy with my booking choice. I tried to explain the mistake I made and I was told the flights are non cancellable. I went back onto the site again to find that IF you go to the left of the screen and hover over a really faint (i) a pop up box appears to say the flights are non refundable. This ONLY popped up if you go to the that area on the left. I was able to confirm my booking without any pop ups which is why I was completely unaware the flights were non refundable.

There is a green timer on the right hand side of the screen, putting unnecessary pressure on the booker. The cancellation policy is in a faded font, half the size of the rest of the page and you have to click a link to get to the them. It isn't transparent at all and easily missed as I had when placing my booking. I had to ask my credit card company to increase my credit limit to then pay for two lots of bookings to the same hotel on the same dates to the same hotel. I have been able to cancel the accommodation with them for the additional booking. I have asked if I can change the flights to another destination and have been told no and that it has to be the same destination. I then asked if I can change the date and they have said I need to use the flights by the start of October next year. This isn't fair as I am already going to that destination in September. They can see it's an incorrect booking done in error and I cannot afford to just throw away £1500 which is what they are charging me for the 3 return flights to Ibiza.I thinks it's really not on that they want me to pay almost £2000 for me and my friend and then another £1526 for 3 empty seats on a plane. I put it down to me having peri-menopause in making a mistake when booking but after checking the LM website again it is very obvious that things are hidden on the site when booking. It is very misleading and the flight non cancellable conditions need to be clear and not just a pop up that only appears if you go to one side of the page.

Hello,

Firstly since we have checked in we have been unable to contact our host despite calling her a number of times. We contacted reception on the day we checked in and were told they cannot do anything as it is a private property and to contact our host. We called Maria 3 times this day and she did not pick.

Additionally, although stated, the wifi at the property doesn't work.

The apartment was very dusty and unclean. The bedding especially was dusty and not hygienic. The shower was blocked and dirty too- not suitable to use. There was also moths and other insects flying around. I also suffer from a severe lung condition (PCD) which means the dust had a impact on my breathing.

However, despite all this we still stayed and had no response. Last night, when we returned from being out, there were cockroaches in the property which was completely a shock and terrifying too. There was also cockroach shells on the bedding.

We did not sleep last night and contacted reception a few times who said they cannot do anything and cannot help as the property is private. We asked for an alternative property and again they said they can not do anything. We again tried to contact the host Maria but had no response. This is when i contacted lastminute.com to help and they only authorised for 1 night in another hotel while they look into this.

This has been a very stressful and exhausting situation for us. We did not complete our stay and stayed at an alternative hotel for the remainder of our visit.

Losses incurred-

- Hotel booked for tonight with your approval. 120 euros

- We had a jeep excursion booked today which we could not attend as we had no sleep at all and couldnt go- £105

- Taxi cost to new hotel- 25 euros.

- New hotel cost for remaining nights £105 per night until we check out.

Please look into this urgently and support with a refund/compensation as the property should not even be available to travellers. We have cancelled our plans due to moving hotels and has really messed up our holiday. We have also needed to pay extra for another hotel for the rest of our stay.