lastminute.comReviews 895

If I could give this company 0 stars I would. I have never come across such bad customer experience in my life.
I booked a flight for me and my parents to go see my family. Everything was fine until yesterday when I tried to check in for our flight home.
When I logged into my account on the airlines website it said that my flight home has already gone and it was a moved a few days back. Of course, LastMinute did not inform me about this and their website said that our flight was still going through on the day we originally booked it on.
I called LastMinute's call centre and they told me my flight information did not change. Just to be sure, I called the airport that I was flying from and asked if the flight was cancelled or not. They told me that all agencies selling this flight, have been informed about the flight being cancelled, however it appeared that LastMinute did not inform its customers.
I then called the call centre again and they were no help at all. All the staff that I have spoken to from the call centre were no help, I was on hold for a very long time. In my opinion they are simply incompetent to do the job that they are doing...
After reading the reviews on here I am shocked that this company is still ABTA and ATOL protected and I will make sure to spread the word for people to never book from this company.
I would personally not recommend booking from them EVER because it's simply an organisation to milk money from clueless people.
I am truly disappointed and I will keep pushing them until i get my money back, thieves.

My trip back from Brussels to Copenhagen got cancelled. Not only that I had to find out the cancellation by myself, but last minute failed to deliver an alternative return ticket in 72 hours. They had preliminary placed me on a flight three days after my original flight but were unable to issue a definitive ticket for the alternative return flight, although I phoned them three times. So as a conclusion, just empty promises were made without any action. Last time I use last minute. Their customer service is a pure scam.

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.

Absolutely disgusting agent. Substantial money was paid for flight (direct BA) and hotel. At the time I need to do the online check-in I have not been sent the passenger number from lastminute. Many calls back they keep saying it will be sorted and fine and sent to me within an hour so I have to call back a total of 7 times. The next morning I get An email from them at 8am that they have cancelled my reservation for the flight 12.40 that day. I call them and they say the hotel is not refundable and that they hadn't booked me onto the flight and that I didn't have a seat on the flight even though they had taken my money. They were rude and not caring and never apologised and claimed that they had tried to call me many times ahead of this email (which was untrue). I have lost a lot of money and had my holiday plans ruined at the last minute (maybe that is why it has this name). Wish I had read one of these reviews before using it really ruined my holiday and left me hugely out of pocket.

Five of us, including two children had flights to Thailand booked for July. Qatar cancelled because of Covid.

The last three months has shown Lastminute.com in a truly appalling light: obfuscation, changing email addresses, failing to send even a generic reply to letters.

We are owed about £3000. This is a form of theft and we are not a wealthy family. I'm phoning them today and if there is no result, we will contact the Guardian and also begin a legal process against Last minute. 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

Don't book through Lastminute.com! They are selling hotels that are not even open! Ie Holiday Inn Oxford Circus, run through a franchise so wa put in the owners other hotel which was a cheaper room rate but no refund given! No bar, restaurant or breakfast! Told breakfast would be taken from a greasy builders cafe from over the road to the hotel to be charged at £13.50 person. The greasy spoon was changing £4.50! What a joke! Offered originally £10 refund for breakfast for 2 people for 2 nights! Argued and got £20! What a scam. Feel totally ripped off and no possible contact with Lastminute but owner of both hotels have clearly taken our money! Stay clear if booking on this web site, Holiday Inn who's best solution was to give me a reference number! Or don't book The Leonard Hotel in London. Be warned!

Please please never use this company. Protect yourself and book direct from the airline/hotel. My flight was cancelled in March due to covid and I've been waiting 6 months for a refund. 3 months ago they promised me a refund in '2 weeks' and still nothing.

If you go on the lastminute.com website you will find no email/webchat. The only phone number cuts you off if you don't have an unexpired booking reference. So if your booking is cancelled its almost impossible to contact them. Really rubbish customer service.