lastminute.com

If i could use negative stars I would. Our flights were cancelled, by the airline, as were all their flights out of Glasgow.
This was due to corona and the restrictions applied to UK citizens into USA, as a result.
I tried to contact Lastminute and they made it impossible, their "customer service" lines were only playing recorded messages and there was no response to any emails, even those sent to their Italian Directors.
This was a package holiday and therefore entitled us to full refund within 14 days, per the Package Travel Regulations.
Their website cancellation process involves you requesting a quotation for cancellation, not allowing for full refund per the law.
I eventually found a working phone number and they refuse to give you any details, any supervisor contact and just keep reiterating that we would receive an email shortly with a quote.
The regulations are clear that the contract is between me and them and they are responsible for my refund, they refuse to acknowledge this and keep stating that they need to get the money back from their suppliers first and this could take months!
They are dishonest to the point of fraudulent behaviour, and i have reported them to the CAA querying their suitability for ATOL certification, given ATOL certification gives people false confidence in these people.
I am now waiting to hear back from credit card company to pursue a ‘chargeback' claim.
Do not, under any circumstances, trust this company with your money, they will not honour the law, let alone their ATOL certification and, if anything goes wrong you're on your own!

Lastminute to repay your refund and with deductions.

I booked a flight to the Far East for a business trip as I always do several times per year. I booked my flight with last minute back in march 2017 return via Emirates Airline through Lastminute.com.

After to weeks an received an email explaining that my return flight had been changed which in turn meant that I could not attend a meeting scheduled on my return to the UK I subsequently asked lastminute to reschedule and other flight as previously booked I was told to speak directly with the airline to se if they would make this change, clearly I refused as my booking was made through lastmunite.com

Cutting a long story short, I decided to request a total refund and book another flight as my time for leaving was running short as it seemed I was not making progress.

I received a confirmation that i would received a refund which never materialised, I chased my refund and they then offered a voucher, i replied I want a full refund at which point they agreed to refund my cash except £90 was retained by Lastminute.com for unknown reason.

Basically they have a bad customer service policy and will always try to retain funds if you cancel a flight due to an airline rescheduling. So if you value how much you earn then cheap isn't always cheap especially with lastminute.com

DO NOT BOOK!**********AVOID************

Booking ID: *******090
I booked my holiday for my 21st Birthday to Egypt with hotel and flights included. All inclusive hotel.
I had 3 choices how to pay. 1. To pay full amount 2. To put a deposit of £100 to secure the holiday and to pay the rest following month 3. To pay monthly but then you won't secure your holiday.

I put a deposit to secure my holiday. After 2 days I received the email that my holiday cancelled so I called them and asked about it. They didn't even helped to solve it out, they said it's their technical problem and they can return me my deposit, as there are no left seats in that plane on specific time when I booked it. I said I'm not happy with the refund and if it's their issues and not customers they have to offer something, for example to put me on a different flight. They just said that prices increased and I will have to pay extra! I said I won't pay anything to them because it's not my mistake! They refunded me the money and didn't offer any solutions! Just canceled my holiday while I put a deposit to secure it! After all I checked prices for the same holiday and they increased a lot! I can't spend that much money especially if I secured my previous holiday that was half cheaper! They ruined my 21 birthday and didn't even offer any compensation or solution!
**********************AVOID*********************
I won't leave it like that, and they will complain about they services and how they behave with customers!
************************AVOID************

My daughter booked with them, her partner is now unable to go, won't let her change the name on her ticket, so she has to go alone, 25 years old on her own! Disgusting.

Easy to see what deals are available. The booking process is easy. The email confirmation has all the info you need to check-in to your flights and hotel. The whole thing was stress free!

This was a while ago now so I can't remember details much but overall wasn't super happy.

I remember I booked a room in a hotel, (it was important to us that we had a really nice place to stay at) so I looked through room details quite a lot to make sure we're happy. I booked and first thing I see right after I book is that the room has no window. There is a chance I missed it in description but it's unlikely. I called straight away to cancel, and gave it this as my reason, I had no problems (and within two weeks I received a refund). However still not great as I just wasted my time and even tho I got the money eventually I could have used it at the time of my holiday, I received refund afterwards.

I ended up booking another room, which wasn't actually best stay of my life (but not going to blame the website for it)

What I have the biggest problem with is the clunky user interface: pretty bad. Website is okay-ish, annoying to use but can get around. The app tho, is really bad. The information of cancellation wasn't in my account, in fact it felt like I didn't get any proof of cancellation. As said the money was back in my account within two weeks, but it was just stressful.

I can't put my finger on it but I just feel like I don't trust this service with so many little mix ups. I would not feel comfortable using it again, or recommending, sorry.

Our trip is in 1 week, we stil haven't Heard anything from them. Logged in at the site no near trips, is it stating we paid for it we should hear something like a month ago

We booked a holiday city package to Majorca with lastminute.com 6 days before the scheduled trip. First of all, you can't call it a booking it's more like a request for a booking. They'll 'send' you a confirmation within 24 to 48hours. In this day and age of the internet, you shouldn't have to wait more than 1 minute to receive a booking confirmation. So we waited more than 48hours and started to get nervous if we would received confirmation or not. We made calls to their helpline based in India of course with people called Michael or David (I doubt it's ever their real names!). You could tell they're Indian with their accent yet they give you false names. How can a company ever pretend to be honest when their workers are given false names to talk with customers... Anyway, waited for confirmation never received so we called and asked them to cancel the booking which we haven't received confirmation of the cancellation either! What a disgrace of a company. Bravofly have acquired lastminute.com and they're both poorly managed companies! Do yourself a favor and book your flights directly with the airlines and use Booking.com for hotels. At least, you will get instant confirmation!

This company does not want to give refunds due to covid 19 cancellations. Jet 2 customers are far better treated by booking direct with Jet 2 than through this third party agent.

Booked a trip for myself and 3 mates to Bali through this 'company', one of us had a simple one letter spelling error in our name which needed changing, we had discovered this a few months before we were due to go but wanted it changed incase it would prevent us from flying as this has happened people before.
We phoned the airlines to change it and they said it lastminute.com had to phone them in order to get the name changed as they were the booking agent, fair enough.
In what was the first of many calls we asked lastminute.com to phone the airlines but instead you get redirected to an indian call center where they make up stories and lies and make up manager names in order to waste your time. We actually found out (after over 267 calls), that this was in effect a holding center to keep you busy, a UK call center does in fact exist. We only learned of this after going to ABTA who issued lastminute.com several warnings, (we had previously gone onto the ceo of lastminute.com twitter but he basically told us he didnt care), we were then finally put through to a uk call center with english speakers but by this stage it was too late to get the name changed as it was 2 months later and only 2 days before our flight, instead they told us to re-book and they would put £250 towards the re-booking cost which by this stage was in excess of £1200. 00. Anyway we took the chance and we got to Bali but it caused us alot of stress on the morning of the flight. Disgrace of a company avoid at all costs. Ive warned everyone i know to steer clear. Ive Never booked with a travel agent before and will never do so again.

We booked a holiday to Benodet in Brittany, France. The travel plans, in with the package consisted of a fight from BHX to CDG, then a connecting flight to Brest. From there we had arranged a hire car through 'Lastminute.com', from 'Sixt'. It was a Sunday when we arrived at Brest, despite this the website said that the car hire would be available, but it wasn't. The Sixt counter was closed and there was no car made available. We had to book a 2nd car through another company despite having booked and paid Sixt through LM for the first car. We have tried to get our money back but LM have a carefully, it would appear, designed system such that you never get to complete any kind of form or speak to a person inside LM. We have by imaginative means, spoken with LM staff or used chat services on line, but we have been stonewalled and thwarted at every point. This company, really needs to have the authorities take a good look at their operation.

SHAME ON YOU LASTMINUTE GROUP AND GIVE ME MY MONEY BACK

I made a cancellation request, my flight was cancelled and I was deducted 350 CHF CANCELLATION FEES. I was not asked beforehand and not informed, I was assured on the phone that if I book the flight again no cancellation fees have to pay. Now you don't want to know about it, you blame each other with the airline. I will now publish my experience in the media and sue lastminute.de. In this way, also seek other deceived for a mass lawsuit. Lasminute.de / Bravofly.ch cannot be reached in writing.and on the phone only answering machine. Go away from this dubious company.

Last minute, what a joke, they took 24 hours to tell me we couldn't have our original booking, and offered us a different reservation, we agreed to that, then it took another 24 hours before they told us we couldn't have that either. So 48 hours in and we still haven't got anything. So I told them to forget about it as we wanted to be travelling in 5 days. Which now we cannot do because they took the money from my account and it wouldn't be back in time. This was the only time I could go, so they have ruined my break. And don't even care. Expedia if far better. Their reply was just diplomacy to fob the customer off and they were not apologetic, Lynn the manager just sat in silence and didn't respond to most off what I said. I booked the trip Wednesday morning, but heard nothing until 0300 Thursday morning, then after that I heard nothing until 0740 Friday morning. Is this acceptable from a company called lastminute.com? They should be called, hopefully you're not being spontaneous.com. And I still cannot plan anything as they have our money tied up in there system.

I cant believe that a travel agency can work like this. I bought a ticket from chile to Thailand and two weeks after the confirmation of my fligths they send me a email telling me that the flight was cancelled because of the airway fault and that the pnly thing i can do was to accept the return of my money. I investigate directly with the airway and they told me that my flight was still avaliable and there wasnt anu problem with it. Now the agency only want to return my money back without an explanation and the tickets for other flight are more expensove that they were before. I hate their service, i wish a i hadnt bought my flights here.

Bend the terms and conditions better than Uri Geller. Dire customer service. Don't comply with General Contract Conditions For The Sale of Package Holidays and The Package Travel and Linked Travel Arrangements Regulations 2018

I purchased a ticket with them and on the way back, A COUPLE OF HOURS before the flight, they changed the flight date/time. I had to get on another flight with another airline, and lastminute was supposed to refund partial part of the ticket, but they refuse to do so.

Horrible Service, very angered and shocked!
Hi,
I spoke to several agents I had an issue with my name on the booking almost 10 days before my travel and that it needs to be addressed before travel.

No one assured me of the changes till a day before my travel. I was still kept in limbo.

So I asked for refund: money instead of vouchers. One of the customer agents mentioned i can get a refund but will need to check back for quote.
So I went ahead a made a new booking. Soon after I called last minute to get my earlier refund, I was however told due to insurance I can get voucher refund. I insisted I had spoken earlier about money refund and that the earlier agent had given me that option.
She dismissed it saying I am only entitled 90% through vouchers and not money. I insisted this needs to be looked into for money refund as promised earlier. She told me she would look into it and come back to me in 7 days to let me know whether the refund is through money/voucher.
******
And here I am today getting an email that I am not entitled for any refund for no error at my end.
******

I got an email saying I don't qualify for any refund.

I am utterly shocked and angered by your horrible customer support. I need a money refund for my booking: ask_me

Even after several calls I am being silenced and all my money being taken! Where are the laws?

Such horrible service!

AM DIAGNOSED WITH CANCER AND
I AM DIAGNOSED WITH CANCER AND LASTMINUTE.COM INSURANCE WHICH I PURCHASED AT THE TIME OF MY BOOKING (FLIGHT AND THE HOTEL TO NEW YORK) SAYING IS NOT VALID FOR MY TRIP. THEY ARE NOT REFUND ME MY MONEY FOR TRIP WHICH WAS BOOKED PRIOR TO MY DIAGNOSIS.
EVERY TIME THE CALL WAS TRANSFERRED TO INDIA CALL CENTRE, NO ONE IN UK WANTS TO DISCUSS THEY ARE LYING INSURANCE COVER AND MY COMPLAINT

Friendly and helpful team, all what you need for a holiday you can book by LastMinute, always a remember and you can't forget you booking and check in

Got to hotel and no booking made. Last minute took my money but hotel stated no booking due to no rooms available. And that this happening a lot with last minute.

I bought a flight ticket with lastminute.com on 27/04/2022 and due to family commitments I couldn't travel on the booked date. So when I started to request for a change the real problem started. They took sooo long that the response was given just 13 hours before the flight departure. So I couldn't travel on the booked date. TILL NOW(09/06/22) I WAS NOT GIVEN ANY REFUND OR COMPENSATION AND I AM STILL FIGHTING with the numerous phone calls and emails. I hope I will get my money back.
SO I STRONGLY SUGGEST NOT TO BOOK ANY FLIGHTS WITH LASTMINUTE.COM

They clearly cannot live up to the name as me and my partner found out.

We recently flew to Turkey to find out at 20:00 they had double booked our hotel room and we had nowhere to stay. We proceeded to book our own hotel (which wasn't cheap) as there was no way of getting through to them and all correspondence was going dead.

When we finally got through to them, the customer service was unhelpful and very rude considering we almost had to stay on the streets of a Turkish town for the night.

During the holiday, we received an email saying that they had given us a refund for the hotel as I had asked (which I hadn't at all).

How can they seriously believe that by refunding the hotel which was the cheapest part of the so-called "package" deal is going to suffice in compensating me and my partner for the stress and inconvenience caused by not having a place to stay the evening of our arrival, the costs of all the phone calls to foreign numbers, the taxi's to numerous hotels in the area, the additional cost of the hotel that did have room to take us in and their overall attitude towards their mistake?

The worst service I have received by any company in years. I'm not going to hold my breath for anything to change, but I am in the process of gathering evidence and filing a formal complaint. Please save yourself the pain and go somewhere else.

Sean

There are no emails available to contact this Company. You are not able to send a complaint nor inform them on any matter what so ever. You call the helpline number and it informs you of the costs of the call multiple times wasting your time and money trying to call them. By the time you're able to select your option to be transferred to you are told to go online to find the information and return to the main menu once again wasting your time and money. This company is unethical and it blows my mind that it is still operational and other companies still do business with them. I am absolutely disappointed at the actions of this Company. Disgusting! I would furthermore like to share why i needed to contact them. I had booked a ticket that was cancelled due to COVID- 19 which is fully understandable. My problem come with the refund that will take 2 months. Again i understand that it may take a while but i will be refunded in a form of a voucher. I am a foreigner in Germany trying to get back home. If it is going to take 2 month for me to get a refund in the form of a voucher. I have to wait here for 2 months so I can use this voucher. If it were a cash refund I would be able to buy a ticket so get home and get the money put back into my account when they are able to send it, but instead i'm stuck and cant get hold of anyone to explain that I would like a cash refund. How am I meant to survive for 2 months in a foreign country with less and less money everyday so i am able to get my voucher to come back home.