lastminute.com Reviews

Name: lastminute.com
Rating: 1.06

1.1 Rating 366 Reviews

1 %

of reviewers recommend lastminute.com

Company Reviews

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Metrics

1.1

Based on 366 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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lastminute.com 1 star review on 28th January 2023

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Luggage included with holiday inbound & outbound. On returning I was charged £80 euros for my bag . Simple they said (airport employees)either pay or leave your bag .returned home & contacted Lastminute they said it was an error . They refunded but not the full amount so I emailed them & was still denied the full amount. Only when I opened up a PayPal dispute did they fully refund.”

Helpful Report

Posted 1 week ago

“lastmin.com has a very poor customer services. Their online booking feels as they are scamming you. They sell you a ticket and tell you that you cannot add a checkin luggage and advise the customer to add a bag AFTER you've purchased the ticket. But, after you've purchased your ticket, when you try to click on the add on luggage link, it does not allow you to add luggage. After numerous communications with lastmin staff and online communications, emails etc, as well as getting in touch with the airline and operating airline too, you end up being forced to pay for your luggage at the airport on the day that you travel. This way, they try to sell you a ticket which sounds cheap without a checkin luggage fees, plus you have to pay more money when you check in your luggage at the airport if you didn't purchase or added your luggage prior to your travelling date, as well as the trouble and frustration they've caused you for a simple checkin luggage where almost all airlines allow you or provide you with this option when you buy your ticket from them online without going through a third party like lastmin.com which you end up paying more and the frustrations they create for the customers. I DO NOT recommend lastmin.com to anyone at all and I suggest to people who want to travel, to book their flight directly from the airlines and rely on any third party like lastmin.com”

Helpful Report

Posted 1 week ago

“I booked two rooms at Saja Al Madinah through Lastminute.com, trusting the 4-star rating and excellent reviews on their site. Shortly after booking, I decided to check reviews elsewhere, including TripAdvisor, which shows the hotel having a 3-star rating, and was concerned by multiple recent reviews with reports of mold, cigarette smoke, and poor cleanliness in the majority of recent reviews. As I was traveling with a 3-year-old child and a pregnant family member with epilepsy, the conditions were simply unacceptable for us. I wanted to see if I had the option to cancel, given the significant disparity in reviews and concerns about the hotel’s suitability for an individual with epilepsy. I contacted Lastminute’s live chat and spoke with Xhesika, who instructed me to reach out to the hotel directly. She explained that if the hotel agreed to a free-of-charge cancellation, Lastminute would then forward the case to customer care for a full refund. I followed this instruction and spoke to Rahat Mahmood from the Saja Al Madinah hotel booking team, who kindly confirmed they would cancel the reservation free of charge due to our medical concerns. I forwarded this confirmation to Lastminute’s customer care team as advised. Lastminute's response was vague, only acknowledging the hotel’s approval of a cancellation. Before proceeding, I asked them to confirm a full refund, and if they couldn't provide one, I wanted the bookings to remain intact, as we still needed a place to stay and would rather stay in an unclean hotel than cancel the holiday entirely. Instead, Lastminute canceled our booking without any refund and even suggested I make a claim with my travel insurance. As I had travel insurance, I contacted them regarding this case. They stated that they do not cover this but mentioned that Lastminute’s actions were completely unethical. I was confused, as I only followed what Xhesika stated on the live chat, and requested that they stop the cancellation since I couldn’t afford to lose the money already spent on both rooms. I found their call center number (which I don’t understand why they don’t provide on their website) and managed to speak to a representative, who disconnected the call on us. An hour later, I tried again and got in contact with Bora in their Albania call center, who assured me she would stop the cancellation. Following the conversation with Bora, I received an email from Lastminute stating the cancellation had been stopped and both bookings were still confirmed. Throughout this ordeal, I stayed in contact with the hotel staff, who later confirmed that Lastminute had already canceled the reservation, despite Lastminute repeatedly assuring me that the booking was still valid. I contacted Lastminute, and their response was to assure me again that the booking remained active. I now have no faith in Lastminute to tell the truth and am not willing to risk arriving at the hotel only to find our booking canceled. The stress, back-and-forth communication, and contradicting information from Lastminute made the whole experience incredibly frustrating and exhausting. Ultimately, we were forced to cancel our holiday, as we couldn’t afford to book another hotel at the last minute. All we did was follow the advice from Lastminute's customer service, only to be passed from one department to another and misled throughout the process. I’ve retained all chat logs with both the hotel and Lastminute and plan to take further action. I would strongly advise others to avoid booking with Lastminute.com due to their lack of accountability and dishonest practices.”

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Posted 1 month ago

“Three days to issue a ticket. Only virtual assistants. I wish there was a 0.1 rate”

Helpful Report

Posted 1 month ago

“DO NOT EVEN COME CLOSE TO THAT COMPANY! BEWARE! THE MOST AWFUL EXPERIENCE no phone support, crazy prices, longest waiting times. AVOID AT ALL COST”

Helpful Report

Posted 1 month ago

“Absolute scumbags..eurostar tickets didnt even turn up!.. 400 quid extra..absolute scum”

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Posted 1 month ago

“Ik wilde mijn datum wijzigen en heb dit netjes binnen 24 uur doorgegeven. Ik had een hotel, vlucht en auto gehuurd. Nu blijkt dat ik zelf het hotel moest bellen om de wijziging door te geven, wat ik ook heb gedaan. Het enige wat ik vroeg, was om mijn vlucht te wijzigen. Al vier dagen ben ik bezig met hun slechte chatservice, en ik ontdekte dat er daar maar één persoon werkt. Mijn totale kosten voor vlucht, hotel en auto zijn 1050 euro, maar zij vragen ook 1050 euro om de vlucht te wijzigen. Ik gaf duidelijk aan dat je binnen 24 uur kosteloos kunt wijzigen, maar zogenaamd moet dit door de supervisor worden besproken en ze zouden zo snel mogelijk terugkomen. De service van dit bedrijf is zeer slecht en ze gedragen zich als oplichters. Boek niets via deze website, want je kunt fluiten naar je geld”

Helpful Report

Posted 1 month ago

“Lastminute running a practised scam It seems this company is practising a click through Bait and switch scam. I got a price on Cheapflights.com quoted by lastminute including a check-in bag but when I paid for the transaction, the message I got was that it may take 3 days to confirm the booking which put me on alert as this was not something i have seen before. Then when they confirmed the booking they stated that it was excluding check-in baggage for which there was an extra fee which increased the total by 50%. I immediately tried to get through to them which is impossible as they do NOT publish a customer care number and their webchat agent a Mariglen just kept saying you confirmed the booking and if you have proof that this included baggage they would look into it. I stated that they will have the whole log recorded from when i came through to the booking and on what terms and under GDPR I requested that. She did not reply to that even when asked twice. As a customer who records the web history ? I have not needed to but maybe it is something I have to look into in future. I asked her for a copy of the webchat transcript which she said would be available at the end. It was not which is clearly another scam they pull to make sure you never have a record of the conversation. I then immediately notified my Credit card company of this as an attempted fraud; they told me that the billling was not even done by the company i expected but another one and the billing company had even retained my card details to sign me up for a subscription for a service I had NOT consented to. The credit card agent stated that as this was a suspected fraud, they would cancel the card and cancel the subscription and investigate the transaction. Hopefully this then results in a full refund which can apparently take nearly a month. In the meantime, I went back into the same travel search engine to see if that route still has has seats and pricing and surprise surprise lastminute is not shown but the price I paid did include baggage directly from the airline itself. So it is clear that Lastminute has not done this for the first time.”

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Posted 1 month ago

“I am very disappointed with how long it takes to get things done. It feels like I’ve been taken hostage by Lastminute.com. The hotel I selected was shown as available online, yet the agent’s email response says otherwise. I was also misled by a previous agent who assured me I would receive a call, but no one contacted me. This is extremely poor customer service. Your web chat agents are unhelpfully cold and robotic; it felt like I was speaking to a chatbot. When I requested to speak with a supervisor, I was denied. Changing this trip has become an incredibly stressful experience, and I’m regretting using your service.”

Helpful Report

Posted 2 months ago

“I booked a holiday and cancelled because we couldnt afford the remaining amount. I thought I would at most lose the deposit. All this has to be done online, When cancelling the screen says it will let me know if I am entitled to a refund, nothing about me having to pay the remaining balance. Next day I get an email demanding payment within 10 days or they take me to court. I tried to contact them but can only do this through chats on line. When I speak to them they say I have to pay but I can not go if I now agree to pay!! So I have to pay full amount despite the deadline for final payment being a later date. There was no warning that I would have to pay the rest if i cancelled. No empathy just court threats. Absolutely distraught and noone to escalate this to. How can a company treat customer like this?”

Helpful Report

Posted 2 months ago

“The worst of all the holiday companies. They don’t care about customers and will do their utmost to not resolve customer complaints. I hope they go bankrupt. Many emails back and forth with no urgency on their part. They don’t read their own correspondence and are oblivious to the feeling of customers. They just need to take the hit and refund me! AVOID”

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Posted 2 months ago

“never again. A total sham. It took 3 days to confirm our flights even though we paid for them online . Our plans changed and we had to a change our flights. After 1 hour on their chatline they charged us a much higher price and sent us an email telling us the new flights were confirmed. After we paid they told us those flights were not now confirmed. Too late to get any refund and no other flights were available on any acceptable date . Nobody available to speak to to . Worst experience i ever had”

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Posted 2 months ago

“Everything with Lastminute went wrong, don't deal with such company. I've booked a flight for me and my kids via lastminute, and closer to the flight time the airline cancelled the flight, so Lastminute asked me to follow up with the airline for a solution (though it should be Lastminute who does this). After discussion with the Airline i managed to get a full refund from them, since they cancelled the flight and didn't offer any other flight, but i have to get my money back from Lastminute. per the UK 2015 Consumer Act Rights, and since the provider failed to deliver the service i should get all of my money back to the same method of payment. so after many follow ups with Lastminute they offered me some of the money back (deducting around 15% from the original amount) stating it is a handling fee, where they didn't handle anything at all. i explained that the provider failed to deliver the agreed service i should get all of my money back, still they didn't offer me my money back. so I will never work with this company again under any circumstances. even their terms and conditions are not in line with the UK 2015 consumer act right, not sure how they get away with this.”

Helpful Report

Posted 3 months ago

“Avoid Lastminute.com at All Costs - Scammed and Left Stranded I recently had an absolutely terrible experience with Lastminute.com that I feel compelled to share to warn others. My family and I booked flights through them, and what followed was a nightmare that caused immense stress, financial loss, and unnecessary trauma. We were scheduled to fly on August 1st with a return on August 7th, and we received confirmation of the flight change. However, due to a gross error on Lastminute.com’s part, these changes were not communicated to the airline. We only discovered this mistake at the airport when we were told by the Qatar Airways manager at the check-in counter that our tickets were not confirmed. Imagine the horror of being stranded at the airport with two young children, ages 4 and 8, and being told that your tickets are invalid! Despite trying to contact Lastminute.com’s customer service multiple times, we received no help. In the end, we were forced to purchase new tickets at an additional cost of 273,000 forints just to get home. This last-minute expense was not only a financial burden but also caused significant stress and anxiety for my children and me. We were literally running to the boarding gate, crying and panicking, and barely made it onto the flight. Adding insult to injury, when I contacted Lastminute.com afterward to demand a refund and compensation, their response was a flat-out refusal. This is completely unethical, especially considering that the mistake was entirely theirs. I was essentially scammed into paying twice for the same flight! I am now considering legal action and strongly advise anyone reading this to avoid Lastminute.com at all costs. They have demonstrated a complete lack of responsibility and customer care, and I wouldn’t wish this experience on anyone. Save yourself the stress, financial loss, and heartache—book with a more reliable service.”

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Posted 3 months ago

“The worst provider ever, don't waste your time. They are thieves with poor customer service. I booked with them a trip to Turkey paying for 2 hand laggages, but I was charged at the airport by the airline. I raised the complaine, to get refund for their mistake booking for me one hand laggage. Provided them with invoice and the reasons I was charged. They canceled my case explaining that I paid for over weight of the laggage, as this is what the airline company told them... so, they did not trust the invoice which states the reason, but verbal explanation of Corendon airline...... they do not deserve to operate... useless”

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Posted 3 months ago

“Big scammed company, took money after cancelation. No custom service by phone. Online chat which have no understanding for customer need. Never use last minute if you looking for happy holiday time.”

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Posted 3 months ago

“I booked a flight and hoPoor Customer Service and Misleading Informationtel package to… I booked a flight and hotel package to Istanbul through Lastminute.com for July 25-29, 2024. After landing, I was informed that my hotel had no available rooms and was offered inadequate alternatives. I had to find and pay for a new hotel myself. Customer service promised to cover the difference, but they did not honor this. Additionally, they hung up on me and told me they would not pay. I ended up paying twice and had to cut my trip short. I will be taking legal action. This experience ruined my vacation. I do not recommend Lastminute.com at all.”

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Posted 3 months ago

“07.08 - STILL NO REFUND AND NO POINT OF CONTACT. 22.07.24 UPDATE - 2 WEEKS AFTER TAKING OVER £2300 OUT OF MY BANK ACCOUNT STILL NO REFUND. NOBWAY OF CONTACTING THEM. AVOID - TERRIBLE - DISGUSTING CUSTOMER SERVICE AND LIARS. Booked a holiday for over £2000 - money taken immediately but no confirmation email or contact. Many frantic phone calls to lastminute.com who told me it was a problem with my bank - no - the money had been taken. A full week later received an email telling me that they 'had been unable to confirm my booking'. Also said that a full refund would be issued but it might take 'a few days' - over a week later and no refund.”

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Posted 4 months ago

“I am extremely disappointed with the service from Lastminute.com. I made a booking with Air India through their platform (reservation reference JHMK5B), and when I contacted the airline, they informed me that they could not find my reservation in their system. My flight is on July 31st, and it is now the 29th, and nothing has been resolved. I am terribly frustrated, and I have reached out via Facebook, Instagram, emails, etc. I have tried to resolve this issue with Lastminute.com customer service on multiple occasions, but I have not received any solution. I have been kept waiting for hours, and no one has contacted me to provide an adequate response. This level of service is unacceptable, especially considering the urgency of my travel plans. I hope Lastminute.com takes steps to improve their customer service and prevent other customers from experiencing this frustrating situation. I would not recommend this platform to anyone until they significantly improve their customer service.”

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Posted 4 months ago

“In the event of a cancellation, this company do everything in their power to rip you off. Prior to canceling my holiday, I checked their guidance from the original booking which showed I would lose around £120 from non-refundable flights, which is a shame but understandable as it was the original contract terms. Last minute however refused to give any estimate before finalizing the cancellation, and are now stating that over £300 of my booking is non-refundable, but refuse to provide any explanation or details of how they have come to this figure, and in fact are purposely hiding the information by providing no information about the costs of flights, deposits etc on their invoices and receipts. the only way I have even been able to find out the flight costs is by contacting the flight provider directly. I have been forced to make a freedom of information from them as well as the hotel in question (Who they have ordered not to talk to me) to try and obtain clarity, and have been forced to make a complaint to trading standards in regards to the unfair and unclear terms and conditions. Avoid this company like the plague.”

Helpful Report

Posted 5 months ago

lastminute.com is rated 1.1 based on 366 reviews