lastminute.com Reviews

Name: lastminute.com
Rating: 1.06

1.1 Rating 361 Reviews

1 %

of reviewers recommend lastminute.com

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1.1

Based on 361 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

“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.”

Helpful Report

Posted 4 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 4 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 4 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 4 years ago

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

Helpful Report

Posted 4 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”

Helpful Report

Posted 4 years ago

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

Helpful Report

Posted 4 years ago

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

Helpful Report

Posted 4 years ago

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

Helpful Report

Posted 4 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”

Helpful Report

Posted 4 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 4 years ago

“I made a booking for a flight and paid extra for the full insurance that cover any cost for changes or cancellation. One month and half before my flight I had to change the days of departure. I called a total of 4 times, they always tell you you can proceed with the modify only after they sand you an email but that email never come. I waited for one week every single time I called and last time I yelled at the employee cause my flight it's in 7 days and I still couldn't change it! They answer me they have to give priority to imminent flight ... Are you kidding me? In 7 days I have to go and I payed extra money to be able to change when I needed and that's the service I get? Please listen to me never ever make a reservation with them”

Helpful Report

Posted 4 years ago

“we went to the Omer holiday resort in Turkey after working for months from home it was one of the best holidays everything on time every view and the resort was awesome buzzing with holiday spirit and happiness. thank you Lastminute.com for helping us discover this amazing place.”

Helpful Report

Posted 4 years ago

“Absolutely terrible service. Called to make a change to a hotel reservation, was told that it has been done and when I contacted the hotel they said they didn't receive anything from lastminute. Called last minute again and they said they would do it for sure and 2 days later the hotel still didn't hear from them and after the third call they said they will escalate it but haven't heard back yet at all. This went on for 4 days, on the 5th day I was due to have my flight and when I called them I was told that they will guarantee that it will all be solved by the time I reach the hotel. I have checked in at the hotel and guess who hasn't made any changes or contacted the hotel? Lastminute. This is my second day at the hotel and now I've received an email from them saying that I have to sort it out with the hotel and they're not going to help me anymore so I'll have no accommodation for a whole week, or I'm going to have to pay more money to book again for something that has already been paid for. Not the greatest thing to hear when you're in a foreign country with your little brother. Stay away from them and use any other company instead.”

Helpful Report

Posted 4 years ago

“Booked direct flight to Cyprus last September with Thomas Cook who went into administration the first day of our holiday. We checked the information on Thomas Cook site and as flight only had to 're book a flight home. Credit card advised we had to claim back from Last minute .com as the flight had been booked through them and not direct with Thomas Cook. Contacted Last minute.com on 4th October and they keep saying they ate "looking into the matter" promised a reply by end of January, that then turned into the end of March and of course with Covid-19 they are blaming that for the fact that we have not had a reply when in fact they had 6 months to look into it before Covid-19. This is now 10 months and still no further-this is Disgraceful and I certainly wouldnt book through them again or recommend them to any friends. I believe pur only option may now be to take them to the small claims court which will cost us money.”

Helpful Report

Posted 4 years ago

“The worst travel agency they have no clue what they are doing. please avoid booking with them. My ticket was changed by one of the airlines but I had to chase the airlines and travel agency for hours to get a suitable alternate flight.”

Helpful Report

Posted 4 years ago

“Do not use this service. Paid extra to be able to change/cancel my booking because of Covid uncertainty. My flight got moved and I called 3 times to ask for a different flight. They assured me each time I would receive an “email” with other flight times. Nothing came.”

Helpful Report

Posted 4 years ago

“I purchased a family holiday to Malta and had to cancel due to Covid19 as I was not risking taking my 2 little children outside of the uk. I purchased my package with lastminute.com. I tried several times through endless phone calls and emails to both lastminute.com and flynowpaylater to explain myself. Lastminute.com said, flynowpaylater had already made payment, to whom I don't know as we were due to travel in August 2020 and I cancelled our holiday in March 2020. This was an instalment payment plan, flynowpaylater didn't give/ offer us a refund of our money but rather bullied us with threatening letters and phone calls until we payed in full the holiday we didn't go. We are in the process of finding a lawyer to retrieve our money as we don't think we have been dealt fairly. Flynowpaylater or lastminute.com didn't offer a voucher,accept change of dates or try to help us but rather took everything for a holiday that didn't happen. I purchased insurance which said change of date, information ect as I knew things like this can happen but when we showed that as a prove, both of these companies refused to help. I don't write reviews but am taking my time to write this so it saves someone from going through this heartache. You will hear from us soon flynowpaylater. I would have given 0 stars but the thingy doesn't allow 0 star. Very unreasonable companies, they didn't even investigate but went ahead to take everything from a family of 4 in this critical Covid19 times when money is a problem for everyone. DON'T BUY YOUR HOLIDAY FROM LASTMINUTE.COM OR FLYNOWPAYLATER.”

Helpful Report

Posted 4 years ago

“Trying to get a refund on a deposit because the flights were cancelled! Forget it. In June I was told I would be given a refund. I've waited over a month with no response, waited an hour on the phone for them to cut me off, and they have re-added the booking to my account. I'm due full payment of £1500 in August for a booking that has no flights?! I have raised a claim via Paypal which as seem to of shook Lastminute. The same day I raised a claim, they called me to ask me to cancel it! It was amazing to see they do still have phone lines! Contact your bank or paypal to see if you can re-claim that way. I have also reported them to the CMA, ABTA, Financial Ombudsman Service, and cc'd in the "CEO's" ( Fabio C******* & Marco C********) who you can find on LinkedIn as well as their emails online. I would suggest everyone put in a complaint. Good luck everyone. Going to need it getting your money back.”

Helpful Report

Posted 4 years ago

“Still waiting for a refund from 28th March no communication from them, can’t ring, all emails automated reply, and they have a cheek to say to my bank that I have not responded to them!! Total lies. Pay me back what is due to me!!”

Helpful Report

Posted 4 years ago

lastminute.com is rated 1.1 based on 361 reviews