lastminute.comReviews 895

They buy up airline seats at cheap rates and then sell them onto you and make a 'small' profit as advised by the very unhelpful customer service agent who constantly talked over me and then decided to mute the call several times. If you need to book a flight - go directly to the airline and book directly with them. That way you know exactly where you stand. These people have no idea what is going on. They told me a pack of lies which I only found out when I spoke with the airline when I arrived back in the uk. They claim they call you back - they never do. They keep you on hold for 10 - 15 minutes at a time and cannot do anything to help anyone other than themselves. They admitted that they never even spoke to the airline when I called them from Turkey despite them telling me they would look into my query. They take your money and then toss you aside like a pile of rubbish. They have no customer care. You are directed to a call centre in India and it is sometimes very difficult to understand the person you are trying to communicate with. They are unhelpful, unpleasant and unwanted in this industry. They have no scruples and will do everything they can to defend their actions. Avoid these people at all costs - they give this industry a bad name. The comments made by so many people all echo the same sentiments and the resposes are an insult to people's intelligence. They have ruined so many people's holiday plans because of their incompetence and appear to be blissfully unaware of the distress that they cause. It is arrogance on the company's part that nothing seems to have changed or improved. It seems that they are happy to take your money, ruin your holiday and when you complain issue a standard and condescending reply that means absolutely nothing and in effect sends the message 'who cares... we've had your money' I will continue to peruse this and will not let it drop. The customer service adviser who did anything but help or empathise with me let out some very interesting facts about how this company operates. I cannot stress enough - keep well away from them. All the while people use them thinking they are saving money they will continue to exploit you and get away with this

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.

Never try this site ever. We made huge mistake booking flight with lastminute.com. When we booked they right away charged us with no confirmation. I tried to talk to one of their customer service numbers but none of them worked. I felt unsafe with this site try to cancel our tickets but no access to anywhere. Finally through mastercard I could find one of their number in US and despite of paying extra for free cancellation they took more than 30% of our money in refund under their so called terms and conditions which they know nobody understand their details. You need to be a lawyer to get all their hidden and none hidden rules and this way they take disadvantage of regular people like us.

So I had a voucher from a cancelled flight. I forgot about it until the reminder in my phone told me this was the last day I could use it.

However, went to use it today - ended up saying "invlaid code" -- rang them. Was passed around departments until someone in sales picked up at 11.59 (15 seconds after my voucher expired) to be told they couldn't complete my booking because my voucher was out of date.

Then when I asked to speak to a manager they hung up on me.

DO NOT USE - FOR ANYTHING -- EVER

I have reported to trading standards as their website uses a scam whereby you agree to terms and conditions to book your flights and they charge you hundreds of pounds for insurance that you never wanted. Even if you tick the 'no insurance' box, once you tick the final terms and conditions box, your insurance is added back on without you realising. There is no final amount shown and no further warning you have agreed to insurance do the first you'll see it is when you check your bank account. Then face chasing it up to get it back. This company went totally into scam status once bravofly bought it out. PLEASE BE WARNED.

I booked a holiday with LastMinute.com for an early summer holiday and on arrival at Glasgow Airport for the flight as instructed we were told by the airline staff that the flight was next day.
I phoned lastminute.com customer service who had to be forced after a lengthy call to make re-arrangements for flights, transfers and the holiday hotel.
After the holiday I phoned LastMinute.com to complain and as soon as they realised it was a complaint they hung up, Ive still not received any replies from the emails Ive sent them.

"READ VERY CAREFULLY "
Without elaborating in to to much detail, and boring you to death, I'll summarise: booked an holiday with lastminute.com, the holiday never materialised and neither did all the excursion I planned around the holiday, due to this company, which left us ridiculously out of pocket, not to mention hours of phone calls, to foreign advisors who barely speak our language and just repeat themselves time after time! And so after reading all the other reviews unfortunately after the event, I see I'm in a long line of disappointed customers who fell foul to these charlatans.
So after several hours of extensive researching the success rate of your holiday going along without a hitch 70/30 out of your favour, "SO YOU NEED TO ASK YOURSELF" all tho it seems like a cheap holiday at the time is it really worth the risk, to feel like we do when things go wrong, my partner as been brought to tears, and our savings up the swanny without such a bye or leave and no holiday to show for it, so please heed my words and DO NOT TAKE THE RISK OF USING THIS COMPANY, you will be threating all the way through it... and I bet they reply straight away to this, unlike our emails

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.

Stay away from this Company, they are a scam. Booked with them on Sunday, paid the money on debit card, got email to say it is being processed. Rang Monday, advised still being processed, rang Tuesday advised still being processed, then got an email on Wednesday to say they have cancelled the booking but it would be a 'few days' until they refunded the money? So basically, they advertise flights that don't exist, take your money, hold onto your money, then eventually after a huge amount of stress and chasing they refund your money (still waiting refund of nearly £1000) and in the meantime you lose out on other deals and the price of flights increase. They are little more than fraudsters. I just wish I had read the reviews prior to committing monies with them. STAY AWAY!

Booking ID: *******203

I booked a 4 star hotel in city center for 10 days. After I checked in I realized the hotel was terribly dirty! It seemed like they never cleaned it for years! Stains on the walls, the shower area, and the terrible windows... You should have seen my socks after spending some hours in the room! They don't even clean the floors!
And when I wanted to cancel my reservation the hotel said they will not charge a penalty fee, but lastminute charged me more than one night penalty fee!
YOU ARE AN AGENCY YOU DON'T HAVE THE RIGHT TO APPLY A PENALTY FEE OF YOUR OWN WILL! IT'S BEEN 10 DAYS AND THEY STILL DID NOT RETURN MY MONEY!
AND IF YOU ARE ABROAD YOU WILL SPEND POUNDS, POUNDS AND POUNDS TO REACH THEM BECAUSE THEY DON'T HAVE A FREE CUSTOMER SERVICE LINE FOR ABROAD CALLERS! AND IT IS LITTERALLY IMPOSSIBLE TO SOLVE YOUR PROBLEM USING E-MAIL THEY WILL JUST SEND A GENERIC RESPONSE!
AWFUL TERRIBLE EXPERIENCE...:(
DONT MAKE THE SAME MISTAKE, AVOID THEM!

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

Sorry to write in French***
Suite à ma réservation sur le site "Last minute" un vol aller/retour Paris/Nice (voir confirmation ci-dessous), je vous écris pour vous raconter ma mésaventure.

Jai commencé le soir à chercher à réserver un vol Paris/Nice et à comparer les prix sur différents sites. Jai eu un prix de 288Euros pour 5 personnes. Pour quelques Euros de différence avec dautres sites, jai choisi de réserver sur le site last minutes.

Jai déclenché la procédure dachat. Et là, sur la page cétait marqué un « montant » de 467 Euros et une « réduction » de 148,51Euros. Franchement je nai pas compris le lien entre le prix de 288Euros que jai eu au départ et les deux montants (467 Euros et la réduction de 148,51Euros). Jai cherché partout sur la page une explication, mais rien. Après réflexion, je me suis dit que le prix final devrait être (467-148.51=318.49Euros) au lieu de 288Euros pour des raisons de frais ou de carte bancaire.
(sinon comment expliquer les 288 Euros qui saffichait au départ?). Jai quand même accepté de payer.

Apres avoir payé, je me suis rendu compte que le montant débité sur mon compte est de 467Euros. Finalement pas de réduction en cours.

Jai appelé au numéro qui saffichait sur la confirmation: *******6847 (Lun - Ven 08h - 22h - Sam - Dim 09h - 19h) pour demander des explications ou pour essayer dannuler la réservation; mais personne ne répondait et pourtant jappelais pendant les horaires marquées sur la confirmation, avant 22h.

Le lendemain, jai réussi à avoir quelquun au téléphone du service clients, mais finalement la réponse que jai eue, « rien à faire, cest trop tard pour annuler, vous auriez dû annuler la veille » (et pourtant jai appelé la veille mais personne ne répondait au téléphone).

Jai écrit au service client qui ma envoyé le détail de la facturation:
Tarif du billet: 436,90 EUR
Frais administratifs d'agence de voyage: 178,51 EUR
Escompte: 148,41 EUR
Or ce détail on ne le trouve nulle part sur le site (et le plus important cest de lavoir avant de payer).

Pour avoir le cœur net, jai fait plusieurs simulations. Rien de changer. Cest toujours la même arnaque. Et nulle part on explique la signification de « réduction ». Jai photographié les pages et je peux montrer la suite chronologique de la réservation.

Jusquà présent, jarrive toujours à avoir des prix Paris / Nice moins chers, mais je ne peux pas en bénéficier car jai déjà acheté les billets avec Last minute (je me suis fait arnaquer).