lastminute.com

I booked a journey to Fatima in Portugal, from London with lastminute. I wanted a pack (flight, hotel + transfer) I thought that it would be easier. Big mistake. I booked on a Monday morning, for Friday, and waited for confirmation. The lady on the phone was nice and helpful. But I never received any confirmation. On Wednesday, I phoned at 1pm, the person who answered didn't know why it wasn't confirmed and asked me to wait 4 hours more. At 5pm, still nothing. I phoned and got the same answer. I finally had an email at 9.30pm: "your packed holyday is cancelled". Just like this and two days before our departure. No explanation. I phoned immediatly and the man explained that in fact the hotel was already full. They could have let me know, phoned me to see for another hotel. And why did they wait for a cancellation, they cannot know immediately when a hotel is full?
Also, I am quite chocked that they didn't refund it immediately or even the next day. It was £1900, I needed the money to switch on another company but they said that it should be done within 10 days! During this time, the money works for them and I am trap in my flat! I had to canceled our journey from London to Luton Airport and the railway company reimbursed in less than half hour. Why lastminute cannot do the same?

We booked tin May to go to Turkey in June. I could not access my booking and manage it on their site as apparently they have to add the luggage on separately. This was eventually done on 16th June and we travel on 18th June. I had to contact them via chat twice to ask when it would be done. So once that was done, we were waiting to check in online as specified on my booking. I sat waiting and waiting and it was finally open. It then told me to go to the airline site which promptly told me that online check in is not available at Birmingham airport. They do not have our passport details yet so I then went on chat yet again. I explained the situation and they said I could check in and give our passport details once we got to the airport. I advised that I had never done this before and it was not normal procedure. They gave me two numbers to call as apparently they could not call me as they are a chat service! (so why ask for my number on chat saying that they may need to call me?). Anyway, I called both numbers and it said there was a problem with the system and the call was ended. I then got another number from their website and exactly the same happened. I asked on chat how this could be resolved and got the same answer as before - check in with passport details once you arrive at then airport. This is also frustrating as there are obviously issues at the moment in airports with delays and cancellations and this will make it even slower. This is such bad customer service. They could not help me. They take your money quickly enough but once they have done that it is up to you to sort yourself. I will not use LM again and anyone reading this, I would advise that neither do you.

I would never ever book with last minute. Com again. During the pandemic I booked a holiday for 2021 which was also pushed back. The communication from last minute. Com was so backward for such a well known company. We were told by the airline our ticket was to be cancelled. Then emailing amd calling backwards and forwards from last minute as to whether I was getting a refund or another holiday. This went on for months causing me undue stress whilst working in the nhs. They don't care about the money that they took from people. Finally I was offered a refund they sent an email link. Lo and behold the link didn't work. I have tried multiple times I still get the automated email to a link that went through to blank screen. I called them multiple times and then talked me through how to get it to work clear your cache reset your account. Angrily I did everything they asked sent multiple screenshot to their email address. Finally i got through to the 'refund page' to enter my iban. Lo and behold it dosent work. I've called to find an alternative method. None has been given. Attemped to call my bank and get a refund they even refused cause it had been to long. This has gone on for two years now. I still get the automated message. Nope I'm 2000 out of pocket for a holiday I never went on. Then I look on Wikipedia this morning and they are voted the worst holiday provider to refund people's money during the pandemic. They are probably broke. And don't care about the fact they kept the company running with holidays that consumers didn't go on. You should be ashamed of your selves. Sitting in your white castles. Enjoy the company you built is built on sand. Dont waste your time effort and money to talk to automated emails and people that do not help you at all.

I will never be using lastminute.com / Bravofly ever again.

We remained patient as our flight was changed numerous times due to the ongoing pandemic. But over a year later we received notification that our flight has been changed once again.

I contacted them to see the options available & if we were to cancel / request a refund what the procedure would be. We were informed it would take a minimum of 3 months for the refund to be processed & that they would take 140e charge. When I challenged the fact that they were the ones that indeed were changing my booking & they provided me with three options: Accept, Alternative or Refund. I was brushed off with: Well that's the procedure.

We accepted the new booking. We were assured that we would receive a confirmation email with the new booking details.

After phoning them 5 times over the space of 3 days looking for the new booking email & being assured that it was confirmed, escalated, processed etc we received an email saying that they could not process it & we have to contact the airline directly.
I rang them once again challenging them over this, & why should I have to do their job for them.

They did not care & told me that is what had to be done.

I requested to speak with a manager. They refused.
I requested to speak with a supervisor. They refused.
I requested that the supervisor / manager contact me – they assured me they would

They never did.

I called them once again. I was met with the same attitude & refusals. I then requested that they provide me with contact details for a superior, I was given the customer service email & brushed off.

When I contacted the airline directly, they did not understand as to why I was not emailed the details as it was processed & available on the system for them. They kindly forwarded me the details & were more than willing to help me further.

Neither I nor my family will be booking via lastminute.com / Bravofly again.

They are slow, incompetent with disgraceful customer service staff. Furthermore, they are unwilling to assist their customers once they secure payment.

Where to start with this company. They are fraudsters who just want to take your money and give no customer service at all. Wouldn't even book with them again. DO NOT BOOK WITH THIS COMPANY.

Do not use this company
Cancelled our whole holiday 3 days before
No explanation
No apologies
The customer service is beyond awful

Easy to book, no complications with regards booking the rooms, you know what you are booking whether Room Alone or Half board

Don't use this $#*!, they are thives, We lost 700 because of them, they will confirm your flight and then they will cancel it

Very Good website great deals and easy to book! Would rebook again without a doubt. I would recommend this website to all holiday goers!

It is quite considerable to have any changes from any booking agents due to any changes. But with the way how the lastminute.com is dealing with the issue is very unprofessional no business ethics in treating customers. This is not the first time I experienced issue from lastminute.com. I only got connected from any other online agency to get to your service again. And deeply regret for using your service again.
What a sound mind person or a customer is expecting from an agency like lastminute is, a better and fair treatment to customers. Firstly, changes and cancellation on lastminute.com have occured already. So, why not offer customers a very feasible solution for the problem that have occur. For example, lastminute.com knows that the customer money is on their hands, how this **** business wont realize the situation of the customer that they wont be able to book for another flight if their money is being witheld for such long period of time like that. Or they cant refund the money soon as possible within 3 days, why not offer them an alternate booking. Just like what I was seeing then in their site, they do have lots of options that they could offer to me for the replacement of my booking. Thirdly, too many companies and especially money transfer agents can send the money in specific account in just 2 mins. But this **** lastminute.com keeps on lying to me and saying that they have already refund the money whilst my bank keep on telling me that there is no incoming refund in my account. And lastly, I couldnt believe, how terrible the stress this lastminute is causing me for 18days already. And my money is very limited due to my disability status where I had to buy top up credit just to contact their number that charges expensive where I already spent £35 exclusive only for their number and for my bank.
This company care very less for their customers. They care about the people's situations.

I repeatedly asked for the receipt of their refund but showed nothing. And requested number of times to just call me because I was always running low with my top up credit.

I HIGHLY recommend that you AVOID LastMinute.com at all costs... They are ridiculous and their customer service is the worst I have ever experienced. Absolutely appalled with the level of service from this company! - you only have to do a quick Google to see that this is a regular occurrence for these jokers.

Their website had an error during my flight bookings and I received no confirmation of my booking, no Booking ID, no Reference Number, no emails, nothing. So the booking wasn't made - fair enough these things happen...

The problem is... they still took my money and 5 days later and I am STILL fighting with them to actually get a proper response and for them to acknowledge the issue.

I've sent countless emails and spent hours on the phone trying to get through to customer services, which I cannot actually do as it turns out because my phone number "isn't associated with any booking" according to their automated system... I just get hung up on! OH, and they charge you 13p per minute, deliberately keep you on the phone for as long as possible and rinse you of everything they can. Even getting through to a person in Sales doesn't work because they will then transfer me to Customer Service and bang! Automated attendant... "Your number isn't accosiated with any bookings - thank you goodbye, p.s. you're never getting your money back."

I've received a total of two emails from them stating that they're "deeply sorry for the inconvenience that they have caused" yet, they continue to do so and proceed to request that 'I please send them all the information' that I've already shared with them 4 times... complete joke!

GIVE ME MY MONEY BACK.

Flight was good but it was quite difficult to get the flight tickets etc as had to click through to EasyJet. This process needs to be more seemless

Just a lazy company that hides costs and has a louzy "service" level.
Pay a bit more at a trustworthy place.

Booked some flights with them and had reminders to check in and detailed/easy to follow instructions. Would recomend and use again.

WARNING! DO NOT USE LASTMINUTE TO BOOK ANYTHING!

I booked a flight with lastminute over 2 months ago. Instantly after booking, I realised I had added 1 extra letter to the name by accident. I instantly contacted them and asked them to fix the error. After never receiving a reply via email, I called them. The first time I called them the lastminiute employee told me that Virgin Atlantic will be in contact with me within 2 days. After 2 days I decided to call the airline directly and ask them what is going on. They told me that they never received anything from lastminute and that they would put a note on my name as the airline can not make changes when booked through a 3rd party. Virgin Atlantic also informed me that it is completely free to amend a name up to 3 letters.

I have now called them 4 times and every time I call them they say that someone will be in contact with me in the next couple of hours, which never happens. I have now been told this 4 times. Now I do not know what to do as they will not help me.

I DO NOT UNDERSTAND HOW THIS COMPANY HAS GOOD REVIEWS ON TRUSTPILOT. PLEASE DO YOURSELF A FAVOUR AND NEVER USE THIS COMPANY, PAY A LITTLE BIT MORE AND BOOK DIRECTLY THROUGH THE AIRLINE. IT IS NOT WORTH THE FUSS TRYING TO DEAL WITH LASTMINUTE!

Booking number ******* on 22/4/17. I asked the agent to phone the 4 star hotel and confirm availability as I was booking first beach holiday my partner would have been on and really wanted to be by the beach. I spent £1949. 76p, upgraded to superior room, upgraded to all inclusive, and the agent confirmed my room was available and said he would email hotel to ask for sea view.
On 2/5/17 agent phoned me to say the hotel was shut for duration of my stay and offered me 3 star accomodation away from the beach. I refused it and asked for refund but allowed them a few hours to find me a suitable alternative by the beach that was 4 star or better. They emailed me 4 hours later to offer me the 3 star hotel again that I had refused earlier in the day. I emailed back refusing that option and asked for a full refund as ABTA had told me I was entitled to. One of their staff in phone conversations had told me that I was not entitled to any refund, that they would not cancel my booking, and one even laughed nervously down the phone at me. A good company would have resolved this within a few hours either coming back to me with suitable alternatives or giving me my refund in full so I could book another holiday. 48 hours later they still have not given me my refund or confirmed that they will give it to me. Really poor customer service. ABTA are helping me now but am still really worried because I need the money back now to buy another holiday. Lastminute.com are a multimillion pound company and could refund me immediately and recover their money from their suppliers in their time. Instead they are non committal and making me wait an unnaceptable time. Beware Beware Beware

Easy to use website, got an amazing airfare for my trip. Had to use the google translator for the webpages but that was not an issue.

Don't Deal with them... Those are the biggest scammers and Thieves, Do Not Use you money with them... Thieves and Liars mother$#*!eres.

I am waiting on a refund since March I can't get trough to anyone about it flight to Izmir was cancelled due to COVID-19 I am waiting on refund to book something

AWFUL COMPANY I had a similar experience with ebookers last year. Lesson learned, never use third party websites; for the sake of an extra £40 or £50 ALWAYS BOOK DIRECT WITH AIRLINE OR HOTEL.

I booked a return flight online to Greece - after paying (and money did leave my account as confirmed by Visa) an email informs you the booking is not confirmed and will take several days before it is. I was travelling in an emergency situation so needed absolute certainty. I called customer services ten minutes after booking and they were so unhelpful, reading from a script and giving answers that didn't even relate to my questions. They told me the booking may or may not be confirmed eventually. I asked if I could just cancel as I only booked ten minutes ago and I was told yes - they would put in a cancellation request, so I can go ahead and book directly with the airline. So I booked directly with the airline straight away. The next morning I get an email from lastminute.com saying my ticket is not eligible for cancellation or refund, so I would lose all the money (£700). No mention was made of this when i asked to cancel the ticket. So I asked them to confirm my ticket instead, and I would call and cancel my ticket I had booked directly with the airline as they offered flexible booking - again i was told this could take several days. Ten minutes after that I receive another email from lastminute saying they were unable to make my booking with the airline so they would be refunding me in 15 days!

Ridiculous - when i book a ticket I expect it to be a sure thing. Secondly, don't tell me I can cancel without mentioning I will lose £700 - this is horrendous customer service! Finally, how can you refuse to refund me for a ticket which, at the time, you hadn't even booked with the airline. They blamed the airline cancellation policy but they hadn't even booked the ticket. So disjointed and confusing - never using this site again.

AVOID!
Behond useless.
Just additional complications.

Would have been far easier and cheaper to book everything by myself.

The worst service I ever had. They practically left me in China without a ticket back. Only thanks to begging aircompany I managed to come back. Lastminute.com took the money and were ignoring my e-mails and calls. They did not even provide me with the number of flight which was cancelled and the aircompany name. I had 6 flights in total. They just sent me the message that my flight was cancelled or modifyed. Imagine they didn't even know what happenned with my flight! I will never use their service again. After 2 weeks of speaking through e-mail they chaged my flight to the one that was too late so i could loose my second connection flight. I explained them that it is not possible to use this flight without loosing the orther. They didn't care they did not answer my e-mail. So I spent days speaking with aircompanies asking to change the flight but their told me that this is the responsobility of the agency. 2 days before the flight the I pushed the aircompany to change my flight. At least i left the country but I had to wait extra 14 hours. Never use lastminute.com!

The service was terrible, the noise outside, the pillow wasw not comfortable, the mistaken booking...