lastminute.com

Absolutely horrible experience.

Nowing my itenary clearly, I made a search for 21st-23rd initially using their UK site for Venice. However the UK site uses GBP, while I wanted EUR to compare similar prices against other sites.

So I switch over into the Irish version, prices are in EUR. Get the same mystery hotel and pay. After payment was confirmed the confirmation PAGE showed details, which I naturally accepted to be the same as the confirmation EMAIL.

Come to the hotel on 21st, and hotel informs me that my booking was actually for 19-21st. That can't be right, I show them the confirmation PAGE, but lo and behold there's no dates on the confirmation page. Then I go to the confirmation EMAIL which shows the dates 19-21st, which I absolutely could never have done as on the 19th we were not even in Italy.

Now normally I'd contact the website, but the website offers a 24/7 phone line only, in UK. That is, unless you have ability to make international phone calls, there was no way to contact the website at all, no online form no email.

Lacking any other way, I had to pay upfront for my 21-23rd stay (hotel kindly gave us a discount), while the cost of the reservation was completely wasted.

After returning home and having access to international calls, I call the website customer service. Essentially they said "you can't prove you clicked 21-23 or 19-21, so there's nothing we can do for you, and there's $#*! all you can do about it".

For the trouble and all of that, avoid this booking website. You're much better off going with expedia or hotel.com or agoda, literally any other sites that will show you the key information on the confirmation PAGE post payment.

I contacted lastminute.com due to me not being able to stay at a hotel, due to the family emergency of my father-in-law falling terminally ill.

I initially spoke to the hotel direct, who agreed they would accept an amended booking date due to the circumstances, however I would have contact lastminute.com first because booking was through lastminute.com.

I spoke with the team on 15. 03. 17 at around 20:00 and was informed that this amendment would be no issue providing the hotel agreed the amendment. I was also told that this would be resolved within a matter of minutes.

On 16. 03. 17 at around 20:00 I received an email stating that the amendment had been rejected. I promptly telephoned the hotel who informed me that Lastminute.com had only contacted the hotel circa 20 minutes prior to receipt of my email. Nearly 24 hours after my initial phone call.

The hotel advised that had lastminute.com contacted them when I had initially called, the amendment would not have been rejected.

This was obviously a time sensitive situation as the hotel stay was 16. 03. 17 and the staff lied to me by stating they would resolve my situation within a matter of minutes.

I then called the team again 16. 03. 17 at around 21:00, and was told by customer care management that he would personally resolve the issue by calling the hotel within the hour to corroborate my story, and call me back to discuss.

Over 24 hours have passed since that phone conversation and I have yet to hear back from lastminute.com.

This is the second time I had spoken to the customer 'care' team, and on both occasions I have been told that the team would contact the hotel and resolve this situation, however on both occasions I have been lied to. This situation has neither been resolved, nor it appears has the lastminute.com team undertaken any of the works that were promised to me as a paying customer.

On top of that I find it utterly disgusting and offensive that lastminute.com would dare quote policy at me during a time of bereavement, especially when I have already undertaken a verbal agreement that the booking would be amended and the situation be resolved, irrelevant of policy.

This situation is NOT about the money, but about being lied to and treated with absolutely no sympathy or decorum.

It's embarrassing that the only way this company takes action is if you air you customer services issues is over social media but I'm sick of having my emails ignored and told on the phone daily that you will get back to me in 24hrs!

This girls holiday was ment to be an exciting, fun holiday to celebrate a joint 30th Birthday and a chance to get together before a couple of deploy the month after. We are now being left with nothing but uncertainty, frustrations and stress!
It has now been 8 days since out initial conversation and we have not been given an reassurance or answers to rectify this problem.we called lastminute to try and clarify these changes as this would massively affect our hotel bookings and trips already planned and paid for. We were told this will be looked into to see if they could find us another flight if not we had the right to cancel our trip... Last week when checking details preparing for our amazing holiday we noticed an 18hr time delay had been added to our flight without us being notified by an email. (Apparently this company doesn't seem it common cutoresy to notify you of an added 18hr delay to your holiday).

I have since been contacted with a flight change, several hours after the above post was put on Twitter, I am now again chasing your company that the flight changes have been accepted and amended.

The holiday is departing in 15 days, and my group is no more certain if this has been sorted! Still no news on my account or from the telephone call I just had with your team for 25minutes who told me they hadn't recieved my flight acceptance email or my email sent yesterday, asking why I still hadn't heard anything 6 days later!
So no surprise I was AGAIN told to wait a further 24hrs!

How do you get away with this! Completely lost faith *******@lastminute.com!

1 star! If possible, I would not put any stars at all. Terrible experience. We booked our trip and they took the money from our account immediately. After 8 days they call us back to say that the room that we want is not available anymore. Despite explaining that by the time we had done the booking, it was still available, they say to us that someone from the team will call us back. Nobody was calling and everytime that we called them, the people at the telephone center would say that they do not know and someone responsible for our reservation will call us back. They did not. After calling and calling and sending e-mails, each member of the team would offer a different kind of room. After we agreed, nobody was confirming. We would call back and everytime they would give us a different package with a different kind of room and different price, despite us having confirmed for the first offer. The whole process took us 3 weeks to sort things out. And they did not offer money return, so that we could book with another platform, such as expedia etc. After we think that we have finished, we arrive at our hotel. We had booked all inclusive and paid for that. There, the staff says to us that we had booked full board. We show to them the e-mail confirmation by lastminute.com and they say to us that the reservation had been done through expedia! After calling and e-mailing them again and again, lastminute.com say that they will sort it out with the hotel. The next day the hotel offered a boat trip and we booked it. People who booked that trip could upgrade to all inclusive, if they had not done so. We receive an e-mail by lastminute that all are OK. As we come back from the boat trip, the hotel says to us that they would upgrade us to all inclusive, since we took the trip and that lastminute.com agreed with them ( although we had paid extra money to lastminute for all inclusive for all days). We call them again describing the whole situation and explaining that we have paid for all inclusive and not for full board. And they reply that now after the boat trip you are all inclusive, which was actually offered by the hotel, and not lastminute that we paid extra. We have written a complaint e-mail and asked for refund of the money paid for all inclusive, as last minute had paid the hotel for full board, and now after 8 days nobody has come back to us. Just do not book with them! Unreliable and actually you can get the same prices from other platforms, such as expedia as they did... Do not book with them!

On September 12th I bought a ticket Bangkok-Manila and back on your website, I got the reference *******774:

- DMK 10:10 18 Oct - NAIA T3 flight number 5J930 airline Cebu Pacific

- NAIA 18:25 hrs 18 Oct - DMK (Bangkok Don Mueang airport) 20:40 hrs airline Air Asia Zest flight Z2287

Just when I pressed the pay button I realized the date was incorrect so I called inmediatly (I think after 5-10 minutes) and I explained what happened
The operator told me they had already paid the airline for the return ticket, but they hadn't pay yet the other leg of the trip so she said I would be reimbursed for 1 way and they will check the other way. She said I would be informed conveniently by email. Since I got no news I called a couple of times and they always said they would inform me in due time. Finally I received an email telling me I will not get any reimbursement. They will just keep my money! I sent a complaint by email to their customer care email but got no answer. That's how it works. Be careful with lastminute.com. I wouldn't buy anything from them

Flight refund 1 year later still waiting, they lie, they cheat and they steal my hard earned money!

I hope this review can help others not to book with this company and save you from the problem of finding yourself 3 days before your departure with nothing booked!.
Last week my boyfriend and I booked a week in Majorca, flight + hotel £720 per person, it didn't seem true after spending weeks searching on all the sites, finally a great hotel and in a great location, with super convenient flights!
And indeed it was not true!
We made payment last Sunday evening, by phone, they told us they would confirm within 24 hours.
24 hours later still no confirmation, despite the money have being accepted. We called again and they told us to be patient and that they would call us back the next day to confirm. During these 2 days, the package chosen by us was still available online and at the same price.

2 days later the trip is not confirmed yet, they tell us by phone that they are waiting for confirmation from the hotel.
Yesterday (Thursday, 4 days after payment) we receive an email saying that the trip is not accepted for some reasons and to call them for an alternative within 24h or they will automatically cancel our request.

We called them again and they told us that the flight has risen in price so if we want to leave we have to pay another £500. AND THIS FOR ME IS AN EXTORTION!
We were unable to talk to a manager or a supervisor, the simple call center staff can not help us and they have no right to suggest us any alternative than 2* Hostel (with horrible reviews on Tripadvisor by the way) or a refund when we booked a 4* Resort & Spa.

To our question "If we paid you last Sunday and the package was on sale until Wednesday, why did not you book the flight and the hotel immediately instead of waiting 4 days with the risk that the flight would increase?" they do not know how to answer... All they can say is that they'll make a refund, but we don't want a refund as we don't have time to wait for the money back and book somewhere else. My boyfriend is on holiday since 21st of August and today is already the 18th.
A serious agency, as I have already tried in the past, would offer us an upgrade or an alternative of a hotel of the same category to heal the problem they caused us.

I promise that I will take this further and I'll contact my lawyer as I also have proof of all written above, I will write reviews on every internet page (Italian, English and all the other languages I speak), and I will make this story public with all my acquaintances, no one will ever book a holiday with these thieves.

Please, rather than give your money to Lastminute, burn them, the result you get is the same.

So, first of all i booked my holiday (flights, hotel, half board with transfers) it was a little out of my budget but it was a good deal so i went ahead and booked. I am supposed to be flying out in 9 days, i get an email confirming my request and stating that it is being processed but i haven't got the booking yet. I was completely fine, i checked my account and realised they had taken the money out of my account, then i received an email stating my package was no longer available and told i had to call them. After the first 40 minutes of being on hold and 5 minutes of actually talking to someone i was understandably getting frustrated, i had staff laughing down the phone at me and lying point blank. I was told that i need to pay £200+ to keep my booking as the rates had changed, i then decided to try and see different flight//hotels for the same price, i was told at first there was none and then i was told of a flight change. I am supposed to fly from london to palma, mallorca and then fly palma, mallorca to london. The man on the phone offered first of all for me to fly london to mallorca and then on the way back to fly from madrid to london, so i was expected to make a 17 hour car journey from mallorca to madrid out of my own money for a flight. Then i was told i can fly to palma with a stop over, 20 hours in ibiza, after getting transferred through to 4/5 people i had come no closer to them helping me, they wouldnt accept that it was unfair of them to have changed the rates so rapidly and with such a huge difference, had offered me no help at all and did not help to calm me down when they clearly did not care and gave me attitude on the phone. I asked for a refund and was told it can take up to 15 days, im supposed to be on holiday in 9 as i have booked the time off from work, when i explained this i was told to book another holiday and wait for the refund. I was not offered any help, no alternatives, when i gave them alternatives from their website of different hotels i can stay in i was told to call back tomorrow and see if the rates change or not, i was on the phone to them for altogether 3/4 hours most of which was me left on hold (they do that a lot. 10-15 minutes at a time) and have got no where. DISGUSTED with this site, would NEVER ever use them again and would never recommend them to anyone. Now i have to wait up to 15 days for a refund, waste a week of holiday from work and also have no holiday whatsoever for my self. Complete let down the staff, the site, the prices. DO NOT BOOK with this website you will get charged extra after booking and will have no customer service whatsoever.

They are thiefs only want your money with zero services... etc

En febrero 2022 llame para hacer una reserva y se me dijo que no se habia procesado, luego vi el cargo de 1600 dolares en mi tarjeta, desde esa fecha estoy llamando y escribiendo y cada vez es una excusa diferente aun no recibo mi reembolso. Ya han pasado 11 meses y resulta que nadie es responsable, un pesimo servicio, me han hecho llamar a las aereolineas mi banco a todo el mundo en bano. Y hoy resulta que me dicen que fui yo quien lo cancele y solo me van a dar 300 dolares que falta de respeto tan grande cuando todo fue un error de su sistema, no se dejen enganar tenga mucho cuidado.

Réservation de vol, avec assurance flexible (permettant de changer deux fois de dates) qui me permet de changer de dates, n'étant pas certain au moment de la commande. J'ai pris un Aller retour

Je change une première fois, puis je demande un second changement... Qui revient sans vol aller. J'annule donc, et je refais une demande. Le devis revient avec un vol aller, un retour aux dates souhaitées... Et 180 euros de frais parce que j'ai dépassé le nombre de changements possible.

Service de réclamations TRÈS difficile à joindre, et réponses hors propos, me répétant que j'ai changé deux fois, ignorant mes demandes pour le devis sans vol aller.

Je ne commanderais plus chez lastminute, qu'ils trouvent d'autres personnes à arnaquer

NON COMPRATE DEI BUONI REGALO! VALGONO SOLO 6 MESI!
Ho comprato un buono di 100.- per mio nipote. Subito dopo averlo comprato viene fuori che vale solo 6 mesi (non specificato chiaramente prima).
Questa settimana stava per scadere il buono e quindi ci siamo messi a cercare un volo... ma... niente il buono non funziona.
Via e-mail i tizi ci dicono di chiamare la hotline (a pagamento, salato)...
Viene fuori che oltre a valere solo 6 mesi (mi chiedo io... perchè visto che ho versato i soldi in CONTANTI)... il volo deve anche partire entro 6 mesi dal momento dell'acquisto del coupon! Quindi alla fine non possiamo neanche prenderlo perchè manca pochissimo alla scadenza. Dovrei prendere un volo per dopodomani solo per usarlo secondo loro!
MAI PIÙ LASTMINUTE.
Un altra volta ho prenotato un volo per Bali, poi ho cercato di annullarlo perchè c'era rischio TSUNAMI... e non mi hanno neanche risposto!
Pessimi.

Me parece completamente desastrosa la cero ayuda que brindan al cliente siempre derivando algún enlace para ayudar me di el trabajo de llamar hasta por teléfono y nadie me pudo ayudar hacer algo tan simple como comprar derecho a una maleta o hacer el check online habiendo pagado por ese servicio, un millón de veces me contestaros CON HSY PROBLEMAS EN LA PÁGINA INTENTALO NUEVAMENTE.
Envés de brindar ayuda fue todo lo contrario las páginas directas permiten dis horas antes para comprar equipaje ustedes quieren más de 24 horas y cobran casi igual q si lo compras en el aeropuerto ni una vez me brindaron ayuda y lo intente por todos los medios jamás volveré a solicitar sus servicios

Viagem a urgente a Portugal, para novo passaporte.
Tenho sérios problemas de saúde, e roubaram £4.000
Não acreditaram quando o meu marido lhes disse, que eu estava com muito stress, pois tenho Angina, Fibromialgia, e Carpe Tunnel sintome. Coloquei a foto dos meus medicamentos, para eles verem, que não mentimos, como eles nos fizeram.
Por causa do meu passaporte não ter validade de 6 meses para o Dubai, gastei mais dinheiro, numa ida a Portugal para um passaporte urgente, a acreditar que eles faziam o rebooking dos bilhetes, foi tudo uma mentira.
Desde o dia 16 de Setembro, até á presente data, 9 de Outubro, ainda á espera da viagem ou do dinheiro, como eles dizeram ao meu marido.
Que telefona todas as semanas para a Lastminute.com, e lhe dizem que estão a tratar do processo.
Só fazemos uma viagem ao ano, e só desde á 4 anos, desde que os filhos cresceram e saíram de casa.
E o meu marido é self employed e £4.000 para nós é muito dinheiro.
ESTA AGÊNCIA DE VIAGENS É UMA FRAUDE, FUJAM DELA.

Eu vou tentar fazer tudo o que estiver ao meu alcance, para os prejudicar.
Havia de todos os empregados, serem despedidos!

BOKA INTE MED LASTMINUTE!
Det är 1,5 månad kvar tills resan skulle göras och jag ville avboka resan och de skickade ett mail att jag ska betala in en avbokningsavgift på runt 8000:- och att de pengarna som jag har betalt för resan kommer jag inte att få tillbaka! Jag har alltså betalt *******:- för en resa som inte kommer att göras!?
Jag ringde dom och de hade tydligen ett antal flera olika nummer och tillslut fick jag tag på dom som sa först att de inte har fått in de pengarna som jag har betalt o sen la de på luren.
Jag ringde upp igen och de sa att avbokningsavgiften är mer än vad jag har betalat in? O då sa jag att enligt deras villkor är avboknignen kostnadsfri och jag har dessutom betalt för extra skydd och avbokningsskydd! De sa att det inte gäller?
Har 3 papper från dom där det står klart och tydligt att avbokning innan 48 timmar kan göras och att man får tillbaka sina pengar!
Men de vill inte ge mig mina pengar och kräver mer pengar för avbokningen!

Jag sa att jag vill inte avboka resan och de kan avbryta förfrågningen, då sa de att de redan har avbokat och att det inte är möjligt så då får jag boka in en ny resa OCH betala avbokningsavgiften!?
Enligt EU regler med resor så får de inte avboka förrän de har kontaktat mig med konsekvenser osv och jag har godkänt dom! Så var det inte nu! Detta tar jag vidare!

Zeer onbetrouwbare firma, die geen oplossing had nadat we binnen 24 uur een reactie gaven op een reis ze namen 1300 euro. Gewoon weg pure diefstal.

Une catastrophe! Un service client d une incompétence incroyable!
Je prend un vol aller retour pour malaga, je prend l option flex permettant de modifier simplement chaque vol de ce voyage...

1 ere chose, j arrive a l aeroport on a beaucoup de bagage on se fait déposer au terminal 2A ecris sur le billet! Et c est au terminal 3, comment peut on se tromper de terminal sur le propre billet d avion... grosse galere de navette avec les bagages lourd mais jusque la ca va... $#*! d une heure. Bon disons que la c est la compagnie, ok...

Je souhaite modifier mon retour, j appelle donc l option flex, on me dit impossible il faut modifier a moins de 72 heures... alors deja c etait mentionné nullepart, ce serait les conditions de la compagnie en question. Et bien ne proposez pas une option flex avec des compagnies qui ne le sont pas alors... il faut trier. Je re regarde les dates et me rends compte qu on est a plus de 72 heures, alors je rappelle la personne qui ne savait pas compter, qui s excuse et qui me dis regarder du coup... mais la il n y aurait pas de vol. Je regarde ensuite de mon coté enervé car il y a une tonne de vol, je rappelle donc apres avoir trouvé différents vols, "ah oui effectivement il y a bien ce vol madame " et on me met encore en attente une plombe pour pouvoir le changer... et là au final au bout du 3eme appel et environ 1heure au telephone... de l etranger... on propose de modifier mon vol, mais a un tarif plus cher qu un nouveau billet...!
C est ca une option flex? J ai du racheter un 2eme billet tellement c est une arnaque.
On me dit de reclamer le remboursement de l option flex au retour en me donnant le mail en question et maintenant on me sors "madame l option flex n est pas remboursable apres le vol "'
à qui est ce que je m adresse au juste? Est ce que qqun est juste capable de dire ou faire qqchose de censé au sein de last minute?
Je n ai jamais vu autant d idiotie et d incompétence réunis que dans ces échanges je suis choquée... je ne recommande a personne ce service et surtout l option "vol" ou flex appelllez la comme vous voulez