LastMinute.com
Reviews and Complaints

My name is Andrew McCombe,

I booked a flight to Poland with extra Premium Service package at an additional cost. This is advertised on the web site that I can cancel the flight upto 24 hrs before with a full refund.

I have now cancelled the flight and lost all my money with nothing being returned to me.

Can I please be compensated for my loss as this was not my fault?

My booking ID Ref:- : [protected]

Booked 8 months ago for city break to New York staying in Manhattan. Due to travel in 3 weeks.

2 weeks ago we were informed hotel cancelled and changed to a different state!

Totally unacceptable

Sent communication to us in Spanish, we could not read or understand what was said

Now saying we agreed to hotel change and have to pay to change again

WE DID NOT AGREE THIS

I would like to raise a formal complaint with the unsatisfactory and appalling service received from lastminute.com. I request my complaint is reviewed and a positive resolution is sought.

I booked a stay via your website (order [protected]) from 29.10.22 – 31.10.22 for £174 for the total cost of stay. Unfortunately, due to a family bereavement, I had to cancel my plans and stay at the hotel. I informed lastminute.com prior to my cancellation and requested for a refund. I am aware of the terms and conditions that this was non-refundable but under my circumstance, I hoped that lastminute.com would be understanding and offer a refund or credit.

Lastminute.com stated that in order to get a refund, I had to contact the hotel directly, Jurys Inn Leeds. I did so and the hotel kindly agreed to a refund. But when this refund was due to be made, the hotel informed me that they were not able to do this directly as they had a ‘dummy card’ for repayment for me as I had booked via a third party (lastminute.com). They advised me that in order to gain this refund, I had to go back to lastminute.com to initiate the refund.

I then contacted lastmimute.com on 07.11.22 advising of the update. I stated that I had the proof of refund confirmation of the refund and that I required lastminute.com to proceed with issuing the refund. Lastminute.com referred me to [protected]@lastminute.com to proceed with this. Not once did their agent advise me that this was not refundable. They said I needed to provide evidence of the refund and this would be progressed. Please read the lastminute.com transcript attached.

I then emailed [protected]@lastminute.com on 07.11.22 with proof of the confirmation for refund from the hotel. I also copied the hotel manager who had agreed to the refund. I also emailed back on 07.11.22 confirming that I was not seeking a cancellation of my stay but a refund.

No response from lastminute.com, so I again chased on 14.11.22. No one responded back.

No response from lastminute.com, so I again chased on 21.11.22. All I have received was a generic email to state that this is non-refundable.

Let me be clear, the hotel has confirmed that I can gain back my refund. lastminute.com agent on the chat also did not state that this was non-refundable and had indeed advised me to send proof of the refund confirmation, which I have done.

I have had to wait weeks for a response and even then, it was not reviewed properly or even looked at the case where their own staff have advised you to send the requested details for the refund.

Hi,

I had a flight booked from 10/12/22 - 19/12/22, paid for the premium service package which states I could request to change flight details. When I found a better flight and requested a change, it said it could take up to 4 days to process and there were only 2 seats left on my new flight. So I booked the new flight myself and tried to cancel the old one, which was a long draining process trying to communicate with the customer service team. I was promised a refund in the form of a voucher (see emails attached) then when I asked when I would receive it, I was told I'm not eligible for it. £370 is not a small amount of money to not get back and I'm not happy with this service.

I booked flight ticket with lastminute.com for my family vacation. On my return journey on 12th September 2022, I was informed at the Iberia check-in desk of Miami Airport, that even though my confirmation stated clearly that a checked-bag and a cabin bag was included in my booking, Iberia stated that it’s not true and I have to pay for the checked bags on the spot. They advised me to make a refund request with lastminte.com as sok as I arrive home. I obviosly wanted to take the flight and paid the extra fee for the bags.

I arrived home and made the complain on 15th September 2022. I got an automated message that in maximum 30 working days, I will get an answer feon them. It never happened, so I contacted them again on 18th of October 2022, when I received a massage from a Customer Service representative named Ananya, that I shall send the docimentation/ receipt again and informed me that I will get an update every 7 days. My son (whose phone number was provided in the account of Lastminute.com) received a call from Ananya instructing him to reach out directly to British Airways and make the refund request directly at their home page, which I found more than ridiculous. I wrote them an e-mail again on 19th September 2022, requesting a written explanation of the extremely disappointing customer service and solution offer. I never heard from them, I called them directly on 15th November 2022, asking for explanation. A guy informed me that my case was closed (?!) and he refused to put me through his manager and re-open the case again, stating continuously that I have to write an e-mail to them again. This is more ghan disappointing and mor importantly l, I haven’t received any refund from them for a miscommunication between them and the service provider!

I had a voucher for over £300 we decided to book a hotel in Edinburgh for two nights after booking and using voucher we then realised that the date was wrong we immediately cancelled this and was sent new voucher code. We then rebooked and used new voucher which was accepted. The next day I checked my bank statement and £335 has been taken from my account so basically they have used my voucher and taken £335. I checked with the hotel and they said the money was taken by LMnext UK Ltd I have tried on a number of occasions to contact last minute but getting anywhere.

Thanks Richard Underwood

rj.[protected]@sky.com

On 01/11/2022 I booked 4 flights with Lastminute.com, payment was taken - It turns out that in this situation lastminute.com did not directly book the flights, they took payment and then went to check if they could then confirm the flight booking with the airline, in this case they could not.

I was then notified by email of this and also advised that they had issued a refund to the card used for the original payment.

No refund came back on to that card and I advised them of this after 3 or 4 days. I was then advised to contact my bank and that it could take between 5 - 15 days for the refund to go back on to the card. The bank said they could do nothing in this case and that if a refund payment was correctly issued to my card their system would just put it into my account.

After the two weeks I contacted Lastminute.com again and advised them that I still had not received the refund. I was advised that I had to prove that I had not received the refund by sending details of my account to show that the refund payment had not been put back on to it.

I do not believe that I should need to send details my bank account transactions for the past 2-3 weeks in order to prove that their refund was not received back into my bank account - I believe it is their responsibility to deliver the refund and if it is stated that it did not arrive, that they should have a procedure that can prove it did, and if not then for them to reissue a replacement refund.

Is this practice even legal?

We ,have been dealing with lastminute .com for about two years about a refund to no avail ,they said they would get back to us regard ing the refund,but they say its british airways ,who say its lastminute ,iam saying it should be lastminute because they are the ones we booked with,this has been going on far to long now and with no comunication from them ,it has alwaysbeen us,last email we sent them was in september and we had a reply to say we are dealing with it ,but that is what we get all the while .

I booked the Radisson Blu Hotel in Dubai for the night of 10/11/22 through Last Minute.com. They sent me a confirmation email. Shortly after, on the day of travel, I received a message saying that the booking had been cancelled for technical reasons, but that they had booked me an alternative hotel, Swissotel al Ghurair. I didn’t want to stay at this hotel, so I asked them to cancel it and in return I received an email saying they were working on my request. When they still hadn’t processed it and I was about to take off for Dubai with no hotel, I sent them a message reversing this instruction. When I landed in Dubai, I called Swissotel al Ghurair to find that they had no booking for me and no email from Lat Minute.com confirming the alternative booking. As it was nearly 1am, I made other arrangements. Last Minute refuses to return my money, asking me to provide proof from Swissotel al Ghurair that they had no booking for me. As Last Minute made the booking with the hotel and would have received confirmation from them of the fact, this is absurd. I have asked them to provide me with a copy of the email to me confirming the booking and also the message from Swissotel confirming the same. All I received from Last Minute was this:

Booking ID [protected]

Hi Michael,

Thank you for contacting us

We will confirm your acceptance with the provider. We aim to confirm your new hotel within 3 days, if your departure date is within 3 days, we will be in touch before your departure.

We will send you an email when we have managed your request.

Please keep in mind that we prioritize bookings based on the departure date. We remain at your disposal for further assistance

Kind regards,

Customer Care Team

It is worth noting that this was for a booking that night.” Confirmation within 3 days”….?

Please help me!

Thank you in advance for anything you can do to help.

Kind regards,

Michael Cecil

Dear Sir / Madam,

I am writing to you to raise an issue about: Travel agents

The issue that I have experienced was: I would like to put forward a formal complaint, I booked a flight for two person back to London from Istanbul for 03 January, it was cancelled.

Now, I’m having an operation so I can’t leave any earlier than 03 January so I requested a refund for the funds and I have to pay back the person who purchased my two new return tickets.

I’ve waited and I received an email saying you will be collecting £70.00 for handling the refund when that is none of my concern. My journey has been disrupted and I’m the one who has to pay for the issue? I didn’t cancel the flight, I didn’t decide I was no longer attending, this refund is due to the airline/companies you work with.

It occurred on: 2022-10-29

This meant that It’s left me out of pocket of £200 extra because I had to buy another two return tickets at an increased price and I am yet to receive a full refund

I would like a full refund to my credit card and compensation

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,

Hannah Olaniran

Booking Reference [protected]

On the

Thu, 3 Nov, 13:58h 2022, I purchased 3 return flights: Booking ID: [protected]

Did not purchase an insurance package available and I'm absolutely sure about it. Just realized that I had this charged on my debit card when I saw the total paid on my bank app.

Called last minute customer service (my call was recorded) at Thu, 3 Nov, 14.46h, 2022 to ask about this the agent informed me to call back latter because the booking was not yet completed, today Tuesday the 8 Nov, 12.38, 2022 (my call was recorded) I call to sort this issue and was informed by an agent that it is not possible to cancel this insurance as I was expecting and he did not know why in my previous phone call his college told me it could.

So, if I had the right information in my first call, I could have cancelled the flights and had a full refund and just would have purchased the same in another operator. I don't think this is right and I do want the £68 refund.

Thanks, Cristina Mor

On 18/10/2022 I started buying return flights London Heathrow to Perth Australia with lastminute.com, I thought I had completed the transaction by credit card, but no email confirmation was received, the cost would have been £2171.92. However, my credit card company alerted me that Lastminute.com had taken that amount from my card. then the charged appeared to have been withdrawn, but, 4 days later on 22/10/2022 the charge re-appeared on my card.

lastminute.com have an auto-contact system that is impossible to negotiate.

the reference on my credit card is :

22/10/2022 - LMnext UK Ltd no. [protected] - £2171.92 -

This is total Fraud, Flights were never confirmed, money taked 4 dayd later without reason

Hello,

I booked today, 07 November 2022, a flight ticket and something very strange occurred. I purposely opted out when they asked about insurance, made payment and I was surprised and annoyed when they had charged me for a Fullflex service, despite me purposely opting out.

I have immediately called the customer service to have this service removed from my booking and I was told that they can't do it before my flight is fully confirmed. That is something I find inacceptable. I would like to be refunded straight away, and not have to loose another hour dealing with the customer service on the phone.

I have raised a compensation claim and not received a reply apart from the automated response confirming receipt. I have twice used the chat function and been promised an update. Today the chat was closed even though I had asked for more information.

Please see my claim below.

29 Cross Rd

Watford

Hertfordshire

WD19 4DQ

Dear customer services team,

I am writing regarding a delayed/cancelled Vueling Airlines flight.

The judgement of the Court of Justice of the European Union in Tui & others v CAA confirmed the applicability of compensation, as set out in the Sturgeon case. As such, I am seeking compensation under EC Regulation 261/2004 for this flight. The details are as follows:

Booking reference:

Passport number: [protected]

Existing complaint reference:

Flight number:

Departure airport: Bilbao Airport, BIO

Scheduled departure time: 07/11/2022 12:00 PM

Arrival airport: London Gatwick Airport, LGW

Number of passengers: 5

Other passenger names:

Lynne Tonia Kirby Arnold

Derek Hambidge

Susan Hambidge

Sara Penny

Based on the above details, I am seeking the fixed compensation as specified in EC 261/2004.

Booking ID : [protected]

Email address for the booking : [protected]@bravofly.com

Contact email address : [protected]@btinternet.com

Contact phone number : [protected]

I wish to claim compensation and costs for the cancellation of my flight from Bilbao on Friday 16 September 2022 - a distance of 896KM

Outward flight VY6304 12/9/22 [Luton to Bilbao]

Cancelled return flight VY292 16/9/22 [Bilbao to Luton]

Return flight VY6307 18/9/22 [Bilbao to Luton]

The booking was for a group of five. We flew out from LGW on the 12/9 for a short break to celebrate our wedding anniversaries on the 15/9, with plans to return on the 16/9 ahead of the weekend when we were to visit the coffin of the late Queen and one of our party was to celebrate her birthday with her family on the 18/9.

On the afternoon of Wednesday 14/9 at 16:45hrs we received an email saying our flight had been cancelled. Leaving us in turmoil and to have a sleepless night as we contemplated how we would get home and what arrangements we would need to make.

On the morning of Thursday 15/9 we were finalising our plans for alternative arrangements when an email arrived at 11.15hours offering us a non-direct flight out of Bilbao at 15.25hrs on the 18/9 arriving at LGW at 21.05hrs 18/9. On looking at the flights out of Bilbao, we found no others on the Friday or Saturday, but there was one on the Sunday that was a direct flight at 13.05hours and we chose this rather than taking the option offered or asking for a refund.

I wish to claim £1100 compensation (£220 per person). The impact of this delayed flight home, the events we were forced to miss and the anxiety it caused, cannot be underestimated.

During the delay the passengers in my party were not offered any form of refreshments or hotel accommodation.

Please refund our costs:

£876 cost for an apartment for a party of five, for two nights, close to the airport with facilities to wash clothes.

£250 food & drink over 43 hour period for 5 people.

£44 cost of cab for five from accommodation to Bilbao airport

£32 additional long stay parking at LGW for one car

£25 additional long stay parking at LGW for one car

I look forward to a full response to this letter within 14 days. If I do not receive a satisfactory response I intend to pursue my complaint further, which could mean taking it to court.

Yours faithfully

Mr David Arnold

Address: 29 Cross Road, Watford, WD19 4DQ

Phone: [protected]

am writing to you to raise an issue about: Airlines

The issue that I have experienced was: I purchased the holiday on 7th April 2022. As I was unsure on the check-in process, I called before hand and spoke to the agent who was very helpful. He said as the check-in had opened that day, I could select random seats and not pay for the seats, unless of course if I wanted the group to sit together than I would. He said to try again later, there would be a cost and then I can always call back for assistance. That evening I tried but couldn't proceed with the free tickets. I called the agent but was on hold for ages, then my screen kept getting timed out. The same happened when I was check-in for my return flight.

On 25th July, I tried to purchase extra luggage and was told by the agent - Shazeey the cost would be for both going and coming back and a further payment would not be asked. I changed my luggage weight online whilst on the call to her. She then ended the call saying I could check the return flight after. When I checked the luggage did not update, so I called again. This time I was told something different. I did in fact had to pay for both flights, as they are classed separately.

It occurred on: 02/07/2022

This meant that I had to make multiple payments which I was told would not happen. I was given the wrong information by the staff of the business who should have known about the process within the business.

I want to be reimbursed for these costs, as I was told these are not required at the call just before I made a change on the website.

I have bought flights and hotel to Budapest. I made a mistake with the travel dates, it should have been 1 week later. I've tried to change this via lastminute.

The response from lastminute is "We have been unable to confirm the change you requested as changes to your hotel booking are not permitted according to the policy of your chosen hotel. Your booking therefore remains unchanged"

This is not true as I spoke to the hotel who are more than happy to accommodate us 1 week later but lastminute will not help us.

I booked a trip from London Heathrow to Cincinnati (CVG) roundtrip ([protected]). During this booking i picked and paid for seating on all 4 flights. One evening i decided to call United Airlines ( due to international flight not showing the seating i picked out on the United Airlines app ) they claimed they could see the seating i booked but was refused due to lack of funds and confirmed the funds they did recieve via lastminute.com which was around £100 under what i actually paid. Ofcourse, I went straight to Lastminute.com asap, the first operator that i spoke to online sent me the confirmation email i already had and closed the conversation ( I have the transcript i would be more than happy to send ) , the second operator said they have passed my case to the right team and get back to me within usually 3 days , the next day i got a confimation email saying my seats have been booked but under a payment i do not recognise.

I had a 10 night Christmas holiday leaving on24th December booked to Fuertaventura through LastMinute.com. I paid a £365 deposit to secure the holiday. Last Minute.com then cancelled the holiday. I have finally received the refund options and they are only prepared to refund me £215.

I have called and to ask why and was not given a clear answer. I have completed an interactive chat online and the agent closed the conversation after he said he would look into my booking.

I am out of pocket for my deposit and now have no holiday to take my little boy on which I had promised him.

[protected]@hotmail.co.uk

Hello,

I booked a flight for my elderly mum (over 70) - Booking ID [protected].

I received an email - while I was on holiday due to half term - that her flight has changed and that she now needs to stay in Amsterdam for 14h 25m. Due to me being away myself I did not have great internet connection. Once I was back home and tried to look into it, I realised that I only had a window of 48hours to respond to this flight change email of if I won't reply last minute.com will presume I automatically accept the change.

"You will to respond to us within 48hours (21 Oct 2022 23:26Dresdentime).

If we do not hear from you, we will automatically accept the change on your behalf."

My mum is over 70 years old and cannot stay in Amsterdam for 14h. I have now booked her another flight with another airline and would like a full refund.

There was no contact number to speak to someone in person which I find very unhelpful which is the reason I am filing this complaint now.

I hope you take this matter serious and refund me my ticket money of £172.03.

My contact details are:

Swantje Jackel

Tel. 077 [protected]

[protected]@yahoo.co.uk

I look forward to hearing from you.

Regards

Swantje

On the 18th May 2022 I booked a return trip to Thailand for 27th June 2022.

I paid lastminute.com the sum of 917.61 pounds.

On the 26th of June 2022 I was informed by Lufthansa that the flight LH2317 was cancelled, even though I had printed the boarding passes. The german pilots were striking and cancelled many flights.

I contacted lastminute.com and was informed by telephone and email that I would receive a full refund for the entire trip, as the first part of the planned trip was cancelled, I was unable to complete any part of it (I booked to travel to Thailand with another company and travelled a few days later at HUGE expense)

Yesterday after waiting 4 months for a refund I was informed that lastminute.com have been approaching the WRONG AIRLINE for the refund. They have been asking Thai Airways. The boarding passes clearly show LUFTHANSA at the top. The letter I received saying the flight was cancelled was from LUFTHANSA.

I have written many emails and complained so much and still I have received NO compensation and NO refund.