LastMinute.com
Reviews and Complaints

I had an email yesterday advising me I would get a refund because an alternative flight could not be found, and someone would email me back. Today another email charging for the privilege thecfee of £619.19 this is absolutely appalling how can I bd charged if you have no flights and are not even flying from there to give me the trip advised initially? I need some answers and my money refund the while value along with the charge?

We purchased a weekend break for 4 people to Prague on 16th December 2019. The total cost inc luggage is £1691.12. Lastminute.com cancelled the trip on 18th March 2020. We received an email on 20th April 2020 promising a full refund within 2 weeks. We received an email from them on Sept 10th for one of the flights in the sum of £182.37 in the form of a voucher for Ryanair. We do not want the voucher for one and when we tried to reject the voucher, the reply said they do not recognize our booking details. We have been supplied 2 booking IDs - [protected] and [protected].
Lastminute.com have removed their customer service telephone lines and direct email therefore making it impossible to complain, chase or discuss our case.

Getting nowhere telephoning LastMinute.com. My Booking ID [protected] this was for a mini-holiday in Malta for four people in March 2020. I want a refund and they keep telling me it is being processed and it will be a"few" days ...its now the end of September!
You did send me a "refund" for the flights part of the holiday...that was obviously a joke because after several hours of trying it was obvious we were getting nowhere with Ryanair who did not want talk to us.
I do not want a voucher even if I were offered one, I want the £804.76 credited to my card.

T Paul Duggan 4 Robin Close, Cardiff, UK CF23 7HN
0044 (0) [protected]

Dear Sir/Madam

Booking ID: [protected] (lastminute.com)

We booked a package holiday on 27th August 2020, and were scheduled to travel to Santorini, Greece on the 14th September for 5 nights. However due to government changes announced on the 7th September that came into effect as of 4am on 9th September, on our return to the UK we would be required to quarantine for 14 days, and as one of the party members is a NHS nurse this would not have been a forcible option as this would have left her department short staffed for 2 weeks during the pandemic when a second wave is inevitable. plus we would have been travelling against government advice as this trip was not essential travel.

On contacting lastminute.com to request a cancellation we were informed that we were only entitled to a refund on our hotel. However as we had booked this trip as a package holiday the current government advice is "a package holiday could be cancelled in light of FCO advice against travel to the relevant country then consumers should be entitled to a full refund." We brought this to the attention of lastminute.com however they were adamant that we were only entitled to a refund for the hotel. As a result of this we have lost £198.82 on flights.

We feel that as it is was not our fault that the trip had to be cancelled, it was due to the government advice changing after we had booked a trip that had been deemed as a safe country to travel to, that we should be entitled to a full refund.

Please could you look into this matter further, if you need any more information please do not hesitate to contact us.

If this issue cannot be resolved we will take this complaint further, including the public media, civil aviation authority etc.

Katherine Coxall

On 29th June the flights I had booked via Lastminute.com two days earlier were cancelled. I was informed via an e-mail from Lastminute.com who told me they were working with Swiss Air to get me a refund, but that it would take a little time due to Covid 19. I have heard nothing since. I have called pretty much every phone number I can find for Lastminute.com but every time I have had to hold for a ridiculous amount of time. My Booking Reference is [protected]. Please can you help me to get my refund - it has been 10 weeks since my booking was cancelled - and I need a full refund including fees I paid for hold luggage and seat selections.
Many thanks,
Mark.

Lastminute.com is selling flexible tickets that are a useless because it is cheaper to buy a new ticket in case you have to change the date. I have send numerous emails to the customer care, which is an absolute disgrace. I have gotten one reply in Portuguese and seven replies in French. Also in English but they don't answer my questions. Instead they copy paste text which do not make any sense. Lastminute.com has charged me for flexible ticket where I should only pay the difference of the ticket price (if the price has risen). As I tried to change the flight in two different date, it would have been cheaper to buy a new ticket (one answer in the phone was that I should buy it. So why I paid for the flexible option? There was no answer to that.) The details of the cost are found in the email to SAS (I have printscreens of the prices):

"As I told earlier I originally bought a flexible ticket (70 € + 10 €) for 13th of september . The change of ticket to 20.9.2020 would have cost 77 €, which is more if I had bought a new ticket from Skyscanner (see the attached files of the initial message). After the excess cost, I asked Lastminute.com to change the ticket to 4th of october 2020 . Now I get the information that SAS charge 75 € for the change. If I bought the ticket from Lastminute.com now, it would cost 70 € and if I bought it from SAS Internet page now, it would cost 79 €.

Due to our holiday being changed due to covid, you send a £500 voucher for the cancelled flights so we could rebook for a later date. When booking the flights, the promo code option wasn't there. I thought it might be on the next page and this then brought the flights and took the money out of my account without using the £500 voucher. This voucher needs to be used by May next year, i will not be going on another holiday therefore i will not be using that £500 on another and will have lost out on that money. All i wanted was for that £500 to be taken off the flights i booked. I wrote to you in May, no response from the complaint, i have called several times where your customer service staff were no help at all. I need this resolved.

we paid for a 3 night holiday to benidorm staying at the hotel adalicia. We turned up to the hotel @ midnight the transfer dripped us of 200metres away from hotel and left us there to find it was shut!with a note saying they have tried to call us and they havent as we have call catcher. We tried ringing the hotel 7 times...no answer. So we had to pay for a taxi to take us to the hotel we should have been staying in on our second night to find that although they had confirmation of our booking they had not been paid and therefore we would need to pay for the 3 nights out of our own pockets...even though it had been fully paid for 2 weeks earlier! I am disgusted by this and it has ruined my trip away with my boyfreind...our first trip away only for 3 days and now we have tp apend our morning resolving this issue. We are finacialy put back and it isno longer a holiday. I wanr a full refund, reimbursements ans compemsation of a minimum of £200 for the trauma this has caused

id - 1574599061

We have chased numerous times regarding our break to Barcelona 26th - 28th march

We last managed to speak to you on 2nd June at 8.20 am, we were advised a full cash refund would be made in place of the credit note if we called back towards the end of August, your agent advised she had noted the full conversation on the matter.

We are unable to reach you by phone or email and have heard nothing from you.

We look forward to hearing from you as soon as possible

Ryan Foster and Michelle Cam
[protected]@hotmail.com

We booked 3 flights by last minute.com from A Coruna to London Heathrow for the 23/08/2020 the flight was with one stop in Madrid and the entire journey (both flights) were operated by Iberia Airlines.
I tried to change the date of this flight to the 29/08/2020 in multiple ocassions over the phone as I wasn't unable to do it online on your website for reasons unknown. In previous experiences a change of date on a flight (operated by the same airline) was pretty straight forward and done instantly.
You can change in your records that I called your customer service help line on the 19/08/2020, the 20/08/2020 and the 21/08/2020 more than 15 times and non of them could do the change of date, instead they said they will forward the request to the relevant team and send me a quote with t he cost of the change. I received and email eventually with a quote of £174 for the change of flights which I accepted by clicking on the "yes, proceed" button in the email. I keep calling your customer services to follow on my request and they repeatedly told me that it was been dealt with. I keep calling and eventually one of the operators told me that one of his colleagues was going to process it right there (36 hours after that I accepted the original quote) by then they sent me another email stating a different quote for £330 because the airline fare was higher then but that's not my responsibility that is responsibility of Lastminute for taking over 36hours to process my request, why I should be penalised? I find this absolutely shambles. I declined the new quote and proceded to cancel my booking as I wasn't prepared to pay £330 when I could book a flight for the same date for half of that price. Now apparently I am not entitle for a refund at all but I think that I should get a refund as the only reason why I cancelled my flight is because I couldn't change the date as I found the call operators were just dragging things to increase the money that I have to pay constantly. I have logs of my calls in my phone and apparently your operators mentioned that the calls were recorded.

My flight was cancelled due to CV19. I requested a refund and they have been processing this for around 4 months. I will attach a screenshot that includes amounts and booking number.

Still waiting for refund for flight on 6/4/2020 cancelled due to covid 19, now 10/7/2020, 3 months later. I am unable now to book my summer holidays due to the delay in the process.
Booking ID: [protected]
Please process refund or voucher.

I booked a package back in Feb 2020 to fly out from London heathrow to Armenia In August2020. Obviously we need visa to Armenia, but due to Covid19 all embassies are closed for visa applications and its will be impossible to get any visa in time for Aug2020.

I have email confirmation from the Armenian embassy in UK confirming I cant apply for visa and Armenian government clearly states border is closed.

Yet, Lastminute.com want to only refund me 25% back. They have a disgraceful customer services.

I have emailed them several times and called them many times, but all they can say is FLIGHT IS STILL CONFIRMED which is pathetic because country is closed and embassy is closed.

SO what do I do
I have had enough of this and need help to make this company listen

Dear Sir / Madam,

I am writing to you to raise an issue about: Last Minute

The issue that I have experienced was: Flight restriction from Italy due to coronavirus and Interruption of the trip to Egypt due to Pandemic. Called last minute to ask options 4 days before departure, they told us we could rebook it to another month, and they were going to request the change to airline. they asked me to contact the Hotel in Egypt, I did, I made them in contact with the travel Agency in Egypt to discuss about that, as the Hotel accepted but they needed Last minute to contact the travel agency, I have made a million calls, explained everything, sent emails with communication trail, and at 12 o'clock on Friday 13.03.2020 just 35 minutes before flight departure, I have called them and they hadn't contacted the airline yet, not even an attempt to it. they kept telling me, don't worry, we'll manage your request, it is under control. at 14.40 on Friday 13.03 .2020 they sent me an automatic email saying " dear customer your booking cannot be changed. Excuse me, after so many calls, so many emails, and time spent, I do not accept that last-minute can resolve queries like this, it is illegal. I didn't ask for a refund but only for a rebooking, which the Hotel agreed, but last-minute negligence didn't do anything to help.
I was promised a call back from the management but never happened.
It occurred on 13/03/2020

This meant that lost everything, all my trip, time spent calling them and time spent explaining to Egypt Hotel ad Travel agency. I want them to pay for my trip. I want a rebooking to October as discussed and explained, and they told me, yes, but they didn't do it. they made fun of me. Unacceptable.

I want LastMinute To rebook my trip to October(they have the dates on records) as they know all the details if they listen to the calls. otherwise, they need to give me the money back as they didn't attempt to help and support me

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

I chose the fullflex option when booking last june and had to cancel due to my health and mother wasnt well either. I recieved a credit voucher for 654euros and the past couple days have been trying to book similar flight with them to the usa. I cant use this voucher code on their website so tried to phone them.I managed to get through to speak to an agent after repeatidly being cut off...[calls charged @13p minute+network charges!] and they wanted to charge me over £1, 000+ for the flight which was £649!. I refused and thought i was being scammed so hung up not being sure if id given my debit card details...i have Lyme disease so stress really isnt great for me. Ive rung them and spoke to another agent who said they would phone me back. ?They havent. Ive contacted their customer care via email several times and recieved "well deal with this and get back toyou" email...nothing. Ive contacted them through Twitter and recieved DMs to my account saying they will help me..nothing...How do i redeem this voucher? my voucher lasts until june but i wanted to use it now as havent been travelling due to health.

Dear Sir/Madam

Booking ID [protected]
(I hope there are notes on the system showing everything i have gone through)

I will like to complain about the terrible service I have had from lastminute.com from the booking until we got to dubai.

We had booked a package of flight and Habtoor hotel in dubai for me, Howra Baha AlMousawi and my husband, Ahmed Abbas as a babymoon. I had been told that lastminute.com is expensive to book from but I thought this would be the best as it means the customer service would be great and would be a smooth booking/journey.

However, this was completely different. I would like to begin to express my complaints towards my experience below

Firstly, we booked the flight on the 7th January 2020. I then realised that my husbands name on the passport does not include his middle name so i had to change it. I contacted last minute.com and they quotes me 20 pounds for a change name, i guess its a charge from the airline but ive already paid 4 grand to lastminute.com so it would of been nice for lastminute.com to take care of it but no, they charged me.

Fine. I went ahead and paid the charge thinking all will be fine.

But then it takes a turn i didnt expect, i go to check in 4 days before the flight. I checked in myself, Howra Baha AlMousawi then we go to check in Ahmed Abbas but his flight was at a different time. This was obviously a shock to us because we booked for both of us. so we called lastminute.com and I was so angry anxious and nervous they said this is incorrect and because of the name change Emirates may of done a mistake.

The manager called my husband multiple times apoligising and made sure the flight was the same at the end. Although this caused us stress, it ruined the excitement as i wasnt sure if we were really going to fly.

I then wanted to argue with the manager as say atleast get us an upgrade to apologise for such poor service but i went with it because i really just want to get there and thought a complaint will be more understandable and expressive and i can make sure to fight for my right if its getting my money back or a compensation.

Furthermore, this was not the end of our diabolical
We then get into check in at the airport and they say we are on complete separate bookings and my husband is not sitting next to me. Imagine im pregnant and a anxious flyer. This made me fume and all i thought is oh im going to make sure i send an email and if i dont get anything out of it im going to take it further because through every step of this holiday I felt nervous from packing to getting on the plane and wasnt sure how its going to be dealt with.

At the moment i am very unsatified with my journey here and wanted to let you know as soon as possible however there are any issues on my way back on the 15th of February. I will be raising another email complaint. But i dont have patience to wait as I want you to know my experience as soon as

Regards
Howraa

I booked a flight from Berlin to London in September 2019, my account was debited two times in a matter of minutes. I called immediately to rectify the situation and was advised the refund will be completed in 2 weeks.

Two weeks later I got an email asking me to choose the refund option I want either another flight same route or money in my account. Since I didn't intend to travel to Berlin again, I choose to have my money back.

5 months down the line and numerous calls to customer service, I have not received the refund on over £1000.00

Would you please contact me and advise when I will get the refund and not the default 2 weeks I always get from the customer service team.

I have reached the end of my patience.

Frustrated customer
Ann.[protected]@gmail.com

I urgently want a call regards the service and mislead experience and I'm taking this to the one show and the ferret Christmas time period must stressful yin's they cancelled my daughters booking leaving us till only a few hours before we were due to fly they had took our money and double booked her flight not helping us at all .. I was left to leave my son 2 and daughter 18 behind while we at to fly dressing 2 data before Christmas they my family wouldn't be with me I at to pay further £2900 to another company to get my children out to me next day
I want answers

Hi
I did not receive booking confirmation for our flights from Lima in Peru to Piura in Peru on 15 Jan and for the return flight to Lima on 18 Jan, both by Viva Air Peru.

Passenger names:
Reinhard Linder
Gloria Isabel Rodriguez Lopez

Invoice number of Bravonext SA (lastminute):
[protected]_1_1

Transaction succesfully made on 20december

Original email address:
Reini.[protected]@gmx.net

But reply preferred to
Reinhard.[protected]@gmail.com

If posaible please reply in German
Thank you for your rapid help!

Br Reinhard Linder

I was booking flights online when my browser expired and the transaction did not complete (I have emails confirming the purchase did not complete and asking me if I wanted to continue which I chose not to) the value has now been deducted from my bank account and I have no flight details or confirmation of purchase. Please issue a full refund as soon as possible. A prompt response to this complaint to [protected]@outlook.com would be much appreciated