lastminute.com Reviews

Name: lastminute.com
Rating: 1.06

1.1 Rating 355 Reviews

1 %

of reviewers recommend lastminute.com

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1.1

Based on 355 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Liars. They were supposed to refund me the taxes for the flight which wasn't attended. I waited for 2 months and asked, they said the airlines didn't refund them any taxes. I asked the airlines directly, they said they didn't get any request for refund. Liars and scammers, and this company shouldn't be allowed to exist.”

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Posted 2 years ago

“Terrible. Do not use! They say you can change your reservation or get a refund. I tried several times and in many ways and could not do either. "No bookings tied to your email" and "that is not a correct reservation ID" were the two excuses I continued to get. Ended up disputing their charge with my bank. What a joke!”

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Posted 2 years ago

“I have had two experiences with LastMinute.com over the past month or so. The first was one of the simplest and successful booking experiences I have ever had. So it is unfortunate that the second experience has led me to writing this review. I had a hotel booked in London for some training at the end of the month. Unfortunately the training was cancelled due to low numbers, and rebooked later in the year. So obviously I went onto my booking to see if it could be amended - it was booked as a nonrefundable so I wasn't expecting to be able to. Upon clicking through to the booking it took me to a 'refund processing checklist'. Within 5 minutes I was through to someone on the phone who told me that it was an immediate process and nothing could be done, despite me not cancelling in the first place. I assumed it was the usual not being able to do anything because of system limitations, and that to speak to a manager I would need to wait 48 hours. Rang back to try a different operator, as although the operator was very friendly, it was clear he wasn't going to do anything about it. The second operator told me there would be an additional £120 cancellation fee...which was confusing. Paying to cancel and not get a refund? I asked a couple more times to confirm that was the case, and each time came to the same conclusion. As this was paid with a business card I asked what card it was going to be taken from (if it was personal I could deal with it, if business, it would be a problem). The second operator hung up on me as I asked this. Went on to online chat, verification again etc. Then eventually confirmed that the £120 was not an additional charge, but was to be taken off the refund. Which I guess they thought negated the cost, but originally as I had paid more, maybe there is a refund of like £15 coming through. The online chat person then told me that "the hotel has not issued us with a refund, so we cannot refund it". So I rung up the hotel. This was a fairly small single site hotel, very friendly on the phone. They found the booking for me but couldn't do anything, because they aren't given any money by LastMinute.com until the booking date. So now I am waiting on a callback from someone there. But currently not happy at all. It's been a confusing process with seeming ICT/customer journey issues, being hubng up on and then also lied to about why a refund can't happen (I don't need one, because didn't cancel). So from the first experience and second experience combined...great....until something goes even slightly wrong. Then expect to get incredibly poor customer service, a long confusing time and outrageously long waiting times to complain or speak to someone more senior. I can't even imagine if there was a flight involved in this. Avoid at all costs. Book direct with hotels/airlines.”

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Posted 2 years ago

“We had to cancel our trip to Dubai booked via Lastminute.com on the 24/12/2021 after 2 of our party of 3 failed their PCR tests for flying / entering Dubai (neither of us had any major symptoms but the subsequent flow tests failed as well). A downer but we had paid more for COVID insurance so at least we would get vouchers or some money back from that. Cancelled the flight/hotel on the 25/12/2021, no vouchers so asked for a breakdown of the costs for an insurance claim and refund any travel tax if relevant (anything else would have been a write off at that time). Now it is the middle of May 2022 and I have heard it all from Lastminute.com when I can actually get through to someone that is. I just want a breakdown for the insurance claim, how hard can that be??? All I get is, yes sir we are working on it, it is a priority, we will make it a priority, please wait a sec (while they cut and paste the latest excuse into the chat) and what can I do about it, apparently nothing. I spent over £5k on this holiday and another £500 on insurance and can't claim anything because they are not functioning enough to give me the cost breakdown for the trip / confirmation I need to give to the insurance company. Never had this before and boy will I never use these jokers again. I am not sure it is a con, but not far from it and they must be sailing really close to the wind legally reading all these reviews. Bottom line if your reading this and they came top of the list re-price for something your going to book, do yourself a favour and don't do it. You might be lucky, but more likely it will end in tears and mega frustration. Ahh, feel better for that rant, but still rather poorer than when I started with this mob!”

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Posted 2 years ago

“Absoluteley NO!”

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Posted 2 years ago

“Would give zero stars if possible. Had to cancel a family trip due to Covid concerns and they stated could only use a voucher for later travel. When I asked to extend the deadline as it was only six months it took hours of frustration with the ‘chat’ online. They undertook to approach the airline. Two months later they said they had approached the airline but the answer was no. Contacted Virgin who confirmed no approach had be relieved. Last Minute are a bunch of liars with contemptuous, abysmal service. Will never use them again. Not surprised that their rating is in the toilet.”

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Posted 2 years ago

“Just booked flights with them through Skyscanner, they took the money and then i found out that they will "confirm" my booking?!!! How is this a good consumer experience? If i book flights costing £1800 I want to know that they guaranteed and I can rest assured that we are getting on a plane!! Not 2 hours later got an email saying that they have cancelled the booking! So now I am back at the beginning but with some insight to never use Lastminute.com ever again to book flights through Skyscanner. Why advertise if you can't deliver the product? Total waste of time.”

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Posted 2 years ago

“Simply thieves, after payment I found 25 GBP added to the total which were not shown before payment, when I contacted them they told me that these are booking fees and refused to refund although they did not mention before payment and also said that it's mentioned in the confirmation email, actually confirmation email received after payment so it makes no sense also the email contains nothing”

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Posted 2 years ago

“if the flight cancelled, they charge money if you want cash refund!”

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Posted 2 years ago

“Booked a holiday at short notice with them only to realise my daughter’s passport has not got enough time. ( my fault)Have found it completely impossible to try and contact them to change dates. The extortionate phone line took me round in circles then kept telling me to look at app. Before cutting me off. There is no facility on the app to do this nor any live chat etc. I have had to just cancel as no other option hoping to get a little back as I booked less than 24 hrs ago and the payment is still pending. Looking at the other reviews looks like I’ve just kissed goodbye to £ 1400 of very hard earned money. They are disgusting never use them”

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Posted 2 years ago

“Awful experience with them. Booked flights through them and then, 4 weeks before departure, got an email saying they were cancelled and to log on to my account to sort refund etc. I logged on and my account had been wiped, so no way to get the refund processing or even evidence that we had it booked in the first place. I spoke with someone on the chat and they said they would start the refund process if I didn’t want to try booking the flights again through the airline. Seeing as the airline are notorious for cancellations (I didn’t find this out until after booking) I went with the refund. I had further questions but they cut me off the chat. Since then I have been chasing (it’s been a month now) and just kept getting generic “we are in talks with the airline” emails. I confirmed this week with the airline that they had sent the refund back to last-minute. Then finally, I get one from last minute saying the refund was available and how would I like it? I click on the page and the options are only for vouchers with themselves, or an “airline refund” which would either be a voucher with them or a refund of a reduced amount to what I paid, but doesn’t state which of these options would actually be the case. To cancel my flights, cut me off of the chat, not give full guidance or information then to not actually give me my refund back for flights I did not cancel, is an insult. Why would I want vouchers for an inept company? They have left me sat without £1500, which has caused worry and stress for a holiday I was looking forward to after the last couple years. Absolutely disgusting company. I would give a zero if I could.”

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Posted 2 years ago

“If I could put no stars at all i would. NVER EVER BOOK WITH THESE PEOPLE!!!! Booked a a trip to Rome paid for the extortionate insurance with it and had to cancel due to my bad hip , they only gave me half of my money back and refused to give me a cancellation invoice to explain just kept saying can’t get flight money back (jet 2 told me how much my flights was and they were only £282 so they had kept £400 with no explanation as to why and won’t talk to me they have cut me of phone 3 times and live chat. I had to ring my flight company direct (jet2 ) whom was so lovely and told me my flights was still live and could stop board or change date or get a cancellation form for the insurance. The insurance won’t help until I have a cancellation invoice from lastmin.com which I’ll never get because for some reason they won’t give me one or explain They are robbing people left right and centre and getting away with it. Never again will I book with them but please do call the flight provider your self and sort your fights as you could at least move the date on them. Don’t bother with insurance it’s all a scam and was £50 each (£100 ) for 3 days (there insurance they gave me ) What a joke I’m sorry for all is who keep getting robbed. They constantly lied”

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Posted 2 years ago

“My story is very similar to the people below – didn't get a refund although I choose the full refund option, blocked by customer service, etc. I've started Twitter so I can share my experience and retweet many others. When I say many, there are literally hundreds of people crying for help and being ignored for a few years. I don't think this business continues to operate and stole people's money. Please share your experience tagging @lastminutescam”

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Posted 2 years ago

“Booked hotel and flight for 2300 EUR. The booking mentioned free cancellation but I only got 1800 EUR back. I canceled two months before departure but lost 500 EUR or USD. They say they have charges worth 500 EUR for just booking and canceling my trip. They write free cancellation but if you read the fine print, it doesn’t cover charges and fees. That’s how they cheat you off your money. I called them several times. They kept giving me different information. Truly horrible. Stay away. I will never book anything true booking.com or last minute.com ever again.”

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Posted 2 years ago

“I paid for a flight in full , only to have an email half an hour later to tell my that my flight is not available anymore and they are refunding me my monies which can take up to 7 days . I phoned customer service only to be put through to some Albanian guy who sounded as if he was sleeping and couldn’t a damn . What a disgusting company .”

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Posted 2 years ago

“I booked flights with booking.com and despite the fact they took my money, they wouldn't confirm the flights for 72 hours. They let me know 6 days later it wasn't confirmed and by this time, my flights have gone up, so I'm going to have to rebook flights whilst waiting for my refund to happen - absolute joke!”

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Posted 2 years ago

“just booked flights and was quoted £1195.50 at checkout. then recieved confirmation email saying I had been charged £1219.41. Another scumbag company”

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Posted 2 years ago

“The very, very worst company i have ever dealt with in my life. they stole £996 and will not return this money and refuse to answer any emails and have employed the worst, coarsest , raucous, loud , and unhelpful staff that you could ever envisage. They actually put the phone down on us....shouting that they had sent a credit which they didn't as I would NEVER have requested this. . A horrible, evil company with no email answering service, no one who can write a letter, no customer complaint service, no response by letter and yes, you have it they just keep stealing the money. I am duty bound to post here to stop others being defrauded and the Civil Aviation are escalating this to the highest level.... awaiting help to fastrack legally. PLEASE DO NOT BOOK WITH LAST MINUTE ONLY TO LOSE ALL OF YOUR MONEY”

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Posted 2 years ago

“I’ve booked a trip with them wanted to add an extra case talk about incompetence it still isn’t resolved after at least 20 emails saying just add case and charge for it in every email still keep coming back asking do I want to add it 🤦‍♀️ It’s just unbelievable god help me if there’s anything serious I need them for it’s the first time I’ve used them probably will be the last after the performance I’ve had over adding a case”

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Posted 2 years ago

“One of worse travel agent ever I have booked flight 6 month's back with short stay my flight has been changed to long stay when I contacted to customers services they said we can't help u contact to direct airlines when I contacted to Etihad they said we can't do nothing because u booked it flight with travel agent I have paid extra for assistance package just waste of money have to stay in airport for 18 hours this is ridiculous never again last-minute last time really disappointed”

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Posted 2 years ago

lastminute.com is rated 1.1 based on 355 reviews