Name: lastminute.com
Rating: 1.05

“I've bought a flight ticket back in January to fly out on 23/03/20 but because of the Coronavirus pandemic, my flight was canceled. I then followed their website instructions and asked for a refund. After 7 months, I still did not receive my refund, and every time I try to get in contact, there is a robotic answer on the online chat, the telephones lines don't work and there is no email available to contact them. I feel completely let down and hopeless. For me, it was the worst customer experience I've ever had.”

Helpful Report

Posted 5 years ago

“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”

Helpful Report

Posted 5 years ago

“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.”

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Posted 5 years ago

“I had a voucher from before corona. It expired recently and the website does not want to prolong the voucher. They keep the money they owe me. I will never book with Lastminute.com again”

Helpful Report

Posted 5 years ago

“Never! Ever! again will I or any of my family use Last minute.com. On Jan 3rd we booked return flights to Spain through Lastminute.com with RyanAir and Easyjet for nearly £650 Flights were cancelled by both airlines due to Covid in March. On the 19th of April we agreed a cash refund on the LM.com website. We were offered considerably more than £650 if we took vouchers but we declined. We were informed like most customers it could take up to 3 months to refund which we accepted in good faith under the exceptional circumstances. By August (4 months) we had not been contacted or received any money. Tried ringing but they weren't taking phone calls so wrote a letter threatening legal action to their UK head office in London and received no reply. September (5 months) they asked for a IBAN bank code to reimburse me as apparently they couldn't credit my Barclaycard (Not sure I believe that). September 21st they sent me a Ryanair voucher for £323 and on Sep the 23rd they credited my account with £226 (£549 in total). Today I got through on the phone quite quickly (that's where the good news ends). I tried to find out why I'd paid nearly £650 but had received less than £550 (£226 cash) and £323 (voucher, which I had previously refused in April). I spent over 2 hours having 3 seperate calls with them trying to find out who had my missing £100. Was it Lastminute.dross, Ryanair or Easyjet? As I couldnt get any straight answers I eventually asked for the legal departments address but they would only give me the customercare address. In summary, Over 5 months for a credit, £100 missing, voucher instead of cash, avoided answering phones until September and would not give me a breakdown of the costs between LM.com and the 2 airline I need to chase all 3 parties and find out who has my £100. All's not lost however as I've since contacted Barclaycard who were great and are now acting on my behalf. Should that fail I'll be off to the small claims court. With a review score of 1.19 out of 5 with 1 as a minimum it says it all. Don't use Lastminute.com and never let companies like this get away with a penny of your hard earned cash.”

Helpful Report

Posted 5 years ago

“Never! Ever! again will I or any of my family use Last minute.com. On Jan 3rd we booked return flights to Spain through Lastminute.com with RyanAir and Easyjet for nearly £650 Flights were cancelled by both airlines due to Covid in March. On the 19th of April we agreed a cash refund on the LM.com website. We were offered considerably more than £650 if we took vouchers but we declined. We were informed like most customers it could take up to 3 months to refund which we accepted in good faith under the exceptional circumstances. By August (4 months) we had not been contacted or received any money. Tried ringing but they weren't taking phone calls so wrote a letter threatening legal action to their UK head office in London and received no reply. September (5 months) they asked for a IBAN bank code to reimburse me as apparently they couldn't credit my Barclaycard (Not sure I believe that). September 21st they sent me a Ryanair voucher for £323 and on Sep the 23rd they credited my account with £226 (£549 in total). Today I got through on the phone quite quickly (that's where the good news ends). I tried to find out why I'd paid nearly £650 but had received less than £550 (£226 cash) and £323 (voucher, which I had previously refused in April). I spent over 2 hours having 3 seperate calls with them trying to find out who had my missing £100. Was it Lastminute.dross, Ryanair or Easyjet? As I couldnt get any straight answers I eventually asked for the legal departments address but they would only give me the customercare address. In summary, Over 5 months for a credit, £100 missing, voucher instead of cash, avoided answering phones until September and would not give me a breakdown of the costs between LM.com and the 2 airline I need to chase all 3 parties and find out who has my £100. All's not lost however as I've since contacted Barclaycard who were great and are now acting on my behalf. Should that fail I'll be off to the small claims court. With a review score of 1.19 out of 5 with 1 as a minimum it says it all. Don't use Lastminute.com and never let companies like this get away with a penny of your hard earned cash.”

Helpful Report

Posted 5 years ago

“Avoid this company at all costs. What they do is Bordering fraud. You have no customer support, they will not respond to you contacts and you can forget about seeing your money ever again..”

Helpful Report

Posted 5 years ago

“AVOID LASTMINUTE.COM My flight was cancelled due to covid-19 and I have been waiting for the refund for over 6 months. Lastminute.com if you are reading this comment here is my Booking ID: 1520992706 I know the situation is complicated for everyone but I am starting to lose patience and hope. Since April, my refund is in "Finalising refund", what are you waiting for ???? I'm tired of getting pre-made answers from your customer support. FOR EVERYONE ELSE, I WOULD NOT RECOMMEND THIS COMPANY TO YOU IF YOU WANT TO RECEIVE A QUALITY AND RELIABLE CUSTOMER SERVICE.”

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Posted 5 years ago

“Refund due 4 months now rand all I've got it's an email saying that it's been transferred to the relevant department. Jokers!!! I will not recommend this bsht company, will waste your time and money. I am not sure why are still on the market”

Helpful Report

Posted 5 years ago

“Horrible experience. They first promote an insurance policy with your flight that is called "total protection", that would make you "not worry about anything related to Covid". Then, if you cancel your flight like in my case due to covid-related reasons, their insurance company (europ-assistance) tells you they cannot refund you because "Your insurance coverage excludes reimbursement for reasons related to an epidemic or pandemic". Are they kidding me? This is the reason I bought the insurance, and it was promoted to protect you precisely from these situations. I find it a total shame to make fun of people for covid-related reasons in this period, to be treated like an idiot.”

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Posted 5 years ago

“My flights were cancelled back in April. The refund was agreed and up to 3 months to complete. We are still waiting 5 months.....not happy”

Helpful Report

Posted 5 years ago

“If i could use negative stars I would. Our flights were cancelled, by the airline, as were all their flights out of Glasgow. This was due to corona and the restrictions applied to UK citizens into USA, as a result. I tried to contact Lastminute and they made it impossible, their “customer service” lines were only playing recorded messages and there was no response to any emails, even those sent to their Italian Directors. This was a package holiday and therefore entitled us to full refund within 14 days, per the Package Travel Regulations. Their website cancellation process involves you requesting a quotation for cancellation, not allowing for full refund per the law. I eventually found a working phone number and they refuse to give you any details, any supervisor contact and just keep reiterating that we would receive an email shortly with a quote. The regulations are clear that the contract is between me and them and they are responsible for my refund, they refuse to acknowledge this and keep stating that they need to get the money back from their suppliers first and this could take months! They are dishonest to the point of fraudulent behaviour, and i have reported them to the CAA querying their suitability for ATOL certification, given ATOL certification gives people false confidence in these people. I am now waiting to hear back from credit card company to pursue a ‘chargeback’ claim. Do not, under any circumstances, trust this company with your money, they will not honour the law, let alone their ATOL certification and, if anything goes wrong you’re on your own!!”

Helpful Report

Posted 5 years ago

“Very bad company they have no one on phones they will not email you.YHEY WILL NOT REFUND YOU!! avoid avoid avoid”

Helpful Report

Posted 5 years ago

“Absolutely disgusting company. Scam. Avoid. Buyer beware.”

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Posted 5 years ago

“Avoid at all costs! Not worthy of one star but couldn’t give no stars. Flights to Bangkok cancelled back in May. Email to say refund will be processed and not to contact them-still no refund. Won’t answer phone and won’t answer emails. That’s my very hard earned money they are hanging onto when I am entitled to have it back in full! Disgusting customer service”

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Posted 5 years ago

“Avoid this horrible company they are very very very very bad 🤕🤕🤕 don't waste your money and time”

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Posted 5 years ago

“Absolutely a scam company, do not book with these bas**** under any circumstances!”

Helpful Report

Posted 5 years ago

“If I could give them 0 stars I would. Worst company I have ever dealt with.”

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Posted 5 years ago

“Worst company ever. On 30th July we contacted lastminute to change dates for our holiday which is tomorrow. Sam's star wars copy and paste reply 'someone is looking after your query'. With less than 24 hours to go I am still getting the same reply. I managed to get onto Ryanair about a flight change and now I will have to pay for the changes. If I had contacted them 7 days ago there would have been no charge. I'm fuming here, how we are at a loss of our holiday along with our hard earned cash. Absolute scumbag company”

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Posted 5 years ago

“If I could give zero stars I would. Took 3 months to get hold of Lastminute.com on the phone to cancel our flights with Turkish Airlines due to a schedule change for a flight in 5days time which LM didn't advise us of, only knew about it on a call to TK. Very unhelpful customer service staff at LM who say they pass the request for refund to their back office to contact TK. Didn't hear anything after 2 days called again. Staff just send another message to backoffice. They tell me a call will be made to TK before the flight and we will hear back in 2 to 7 weeks! I ask him to put that in writing and he refuses, when I tell him to repeat what he has said as i will record the conversation he changes what he said. He doesn't have the facility to send an email, I ask for a transcript of the call and I'm told that I have to email customer services for it! I ask to speak to someone senior and he says that's not company policy! I feel sorry for anyone who works for them! Turkish airlines have confirmed that we can have a full refund due to a schedule change but cannot proceed without LM contacting them. LM just need to make the call but somehow seem unable to do so. Please think twice about booking anything at all with this company!”

Helpful Report

Posted 5 years ago

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

lastminute.com Reviews