lastminute.com

Staff are unprofessional,unfriendly,not helpful,unreliable, I would not recommend anyone to use the Lastminute.com

Charged £1100 in cancelation fees after death of Father, don't use this company at any cost they are nothing more than scammers.

Return flight not booked, left stranded. Trying to get hold of anyone is impossible. Avoid at all costs

We were supposed to fly with BA on Friday 22/9/23,24hours before our flight we were told the flight was cancelled. We were told our new flight was on Saturday 23/9/23. We were told to book hotel reservations, there was none,as Rome was having a bike show at the weekend. We couldn't get in touch with last minute. Com, so we felt abandoned in a foreign city.
We have to go back to hotel and try and get home as we had a 17year old son at home.
My wife and the hotel receptionist had to phone BA emergency number, to be told the flight hadn't been cancelled, we were not booked onto the flight.
My wife and receptionist had to book us on a flight at 8am in the morning as other flight was fully booked.
When we contacted last minute. Com. We were lied too and said flight was cancelled, we also went on BA website and it said flight went ahead.
We booked the trip in May so wasn't even a last minute booking.
When customers care phone us they were blaming us for changing our flight, after they said they had booked them.
We lost a full day off our holiday, and they offered us to reimburse our breakfast.
No point making a complaint as the customer care is useless, just like the company.

Be careful when you book with Lastminute.com once you booked with them they are no willing to assist you they are just lying all the time, all these people cover each other is the worse company with the worse customer services.

5 month ago we purchase a flight ticket with this company and we realised that we wrote the wrong surname on this booking and we realised straight away, we know as a consumers, we have 24 hours to amend the booking with any airline, but these people didn't want to do it straight away they kept saying to us to wait for 24 hours and they will contact us, as you can see this waiting as became almost 5 months and the flight is for this Monday and they haven't done anything, the airline kept saying to us that is no them responsibilities they just waiting for LASTMINUTE to send a notification were stated that they give permission to amend this booking, today 05th July we are still waiting for an update we kept calling this company every 30mns.

PEOPLE PLEASE MAKE SURE YOU DON'T YOU BUY ANYTHING THROUGH THIS WEBSITE EVER AGAIN, MAYBE YOU ARE LUCKY THE FIRST TIME, AS IT HAPPENS TO US, BUT YOU NEVER NO FOR NEXT TIME.

ALL I WANT FROM THIS COMPANY IS A SOLUTION TO MY MATTER ASAP, AS WE ARE TAKING LEGAL ACTION ON THIS NOW.

Their service seems helpful at first glance (live chat support during biz hours, flexible insurance plan, etc.) but the limitations can really destroy your plans if you need to change anything after the initial booking.

We submitted 4 change requests only to find out 14 days after the initial request that our booking was ineligible for changes and our only option was to cancel our original ticket, collect 90% of ticket value from FullFlex plan, and rebook new tickets. During this wait the price of the new flight doubled. Other issues:
- Not all flight options were available to book with voucher. Certain flight options were found on Google Flights did not exist for booking within Lastminute.com search (forcing us to pay for other more expensive routes with our voucher)
- Booking change requests are sent to a team and responded to within 4 days, but you are unable to talk to this team live to discuss options. If request is denied for any reason (getting error from airline, time not available, etc.) your ticket is closed and must submit new ticket with another 1-4 day wait.
- Requests were denied with little/no explanation on why. Agents on phone were not able to help with making changes live. We requested a callback from the team that handles the actual changes numerous times and never received a call. I suspect they are critically understaffed in this department and only have agents to receive requests/complaints, but not to help solve requests.
- Customer support not open 24 hours, so while travelling in Asia were unable to discuss booking issues until 8am UK time.
- Supervisor/manager team is completely blocked off. Support team on phone refused to connect us with supervisors or other team which could help address issues live. This is critical when looking to make changes impacting an itinerary within 2-5 days of departure. We were forced to wait for email responses that took several days and had very little information.

Overall, too many issues and limitations to ever recommend their service.

Perhaps the worst customer service I have ever experienced.
Admittedly, I may an error on the booking by not including my full Christian name. This was spotted in May and we immediately contacted Lastminute to request a name change. They emailed back asking for authorization that they may take £27 to cover the admin fee in this regard. I called and gave that authority on the 9th May.
2 months later, my wife noticed that the details had not changed. I again contacted Lastminute who acknowledged that nothing had been done but it would be dealt with immediately. 2 weeks later and having spent over 8 hours on the phone to them following broken promise after broken promise (aka outright lies) I decided to call British Airways who we were flying with. They advised me that they could not make the name change on the back of instructions from me (as I had booked through a 3rd party agent) but were good enough to point out that in almost 2.5 months Lastminute had called them twice, Both times, they had called the wrong number and were given the correct number to call. It was only when I presented this information to lastminute were they able to deal with original request!
Utterly incompetent throughout and clearly have absolutely no regard for their customers. I was just fobbed off and lied to on almost every occasion that I phoned without there being any way of escalating matters to someone who would take ownership of the problem.
Have sent various emails to the complaints team (which actually happens to be the very same team who were answering the phones!) but had no response.
So bad was the experience with these clowns that I wouldn't ever contemplate booking with them again, even if they were way cheaper than anyone else.