lastminute.com Reviews

Name: lastminute.com
Rating: 1.06

1.1 Rating 378 Reviews

1 %

of reviewers recommend lastminute.com

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1.1

Based on 378 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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Anonymous

Anonymous // 01/01/2019

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

“Je suis très déçue par cette expérience. J’ai payé ma réservation samedi, et aujourd’hui, mercredi, je n’ai toujours pas reçu de confirmation. C’est inacceptable pour un service de réservation de vols. Ce manque de réactivité et de professionnalisme m’a causé du stress inutile. Je ne réserverai plus jamais chez vous.”

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Posted 1 week ago

“Hola me llamo Laura , tenía un viaje de Madrid a Dominicana para la fecha 27 de MARZO por motivos personales he tenido que cancelar con fecha 9 de Marzo . Lamentablemente con Lastminute todo es favorable hasta que solicitas el reembolso de tu dinero . World2fly me confirma que lo ha reembolsado hace 2 días ya y contacto por chat a una agente de lastminute ( Bara ) y me indica que el reembolso se refleja entre 2 meses a 1 año . Es inapropiado, no te facilitan tampoco un contacto de teléfono para reclamación porque ya no tienes la reserva activa. En fin se quedan operando con tu dinero meses hasta llevarte a que lo gestiones por via legal . 1 año para un reembolso ? Qué mala gestión !!!! Y lo más terrible es que cuando buscas reviews de esta Empresa , sobre este tema ves horrores. Necesito un plazo de resolución real !!!”

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Posted 1 month ago

“NEVER AGAIN. Spent £1150 on two flights and purchased the Full Flex insurance in case my plans changed. They did. No full refund, only received £750 in vouchers, not even cash. Be very careful.”

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Posted 1 month ago

“Avoid Lastminute.com – Hidden Fees & Poor Refund Policies I recently booked flights through Lastminute.com, only to be informed that the flight had been cancelled. Naturally, I expected a full refund, but instead, I was hit with a £70 handling fee. They give you two options: 1. A refund minus the handling fee (£70 lost for no reason). 2. A voucher for the full amount, but with restrictions on what you can use it for. The voucher can't be used on their experiences or other services. This was completely useless to me because by the time they finally got back to me (after weeks of waiting), I had already booked alternative flights elsewhere, as I needed to ensure my hotel booking wasn't wasted. Yes, it’s probably buried in their terms and conditions, but let’s be honest, who sits and reads every single piece of small print? If a flight is cancelled through no fault of the customer, a full refund should be the standard. I will never book with Lastminute.com again. Avoid them like the plague, especially for flights. Book directly with airlines, their refund policies are far better, and you won’t be stung by hidden fees when things go wrong.”

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Posted 1 month ago

“Avoid TheLastMinute.com at all costs! They canceled my family holiday package last minute without informing me in advance. No customer service, only useless robot chats, no help, no alternatives offered—just a complete disaster. Absolutely the worst experience, zero accountability. Never again!”

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Posted 1 month ago

“I booked a hotel + flight package expecting a £240 discount, only to find the same deal £420 cheaper elsewhere—including their own site! Despite proving this within 24 hours, they refused to honour their Price Match Guarantee with invalid excuses. Misleading pricing, terrible customer service—book elsewhere!”

Helpful Report

Posted 2 months ago

“Awful customer service Potential 2 month wait for refund is an absolute joke and should be regulated under UK consumer law.”

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Posted 2 months ago

“I booked a flight and resort last week to Cuba, leaving in two weeks time although when I asked about the airport transfer I was told there was not one and I would have to sort out my self. I spent £2400 on the holiday and the only transfer I could get was going to cost £1300 which was unacceptable as it was going to take 7.5 hours. As Lastminute.com paired the airport to the resort I chose but will not take any ownership or give me any help. The chat box did say that that someone was going to call me although that did not happen either and I have been told that there is no refund available. I have rebooked with another company which has cost me the same again although everything has been sorted, even down to the visa. Never again will I use Lastminute.com and I am still looking to take the complaint further.”

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Posted 2 months ago

“Absolute scammers! Do not use lastminute.com. They sneakily add expensive packages like FullFlex to your booking, even if you explicitly decline them, resulting in exorbitant charges. After emailing their CEO, they finally called me. However, they falsely claimed to have made several attempts to contact me – in reality, they called twice, and I answered the second time. When we finally spoke, they asked if I wanted to remove the FullFlex package, which I accepted. Yet, over a month later, they still haven’t refunded me. Their customer service is unresponsive, and their replies to complaints are misleading. I’ve documented all interactions and reported them to The National Board for Consumer Disputes (ARN). This company’s predatory and deceptive practices are unacceptable. Stay far away from lastminute.com!”

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Posted 3 months ago

“Never use LASTMINUTE.COM even as LAST… Never use LASTMINUTE.COM even as LAST RESORT. Worse than Ryanair. LASTMINUTE.COM charged me over 60% for cancellation of a flight. That i immediately rebooked. I needed to include another peice of luggage for my flight and was quoted over £350 for an additional 20kg which included a handling charge. I had flexible insurance for cancellation purposes so took advantage of my insurance cover. I was refunded less than £200 on a £460 flight package. There excuses were 'handling charges ' special arrangements & the cost of the flexible insurance. I was told that ,I should read terms & conditions. I am partially sighted and physically disabled. Not a nice way to be treated and exploited, also felt they did not careless. Date of experience: 23 December 2024”

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Posted 3 months ago

“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.”

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Posted 4 months 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”

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Posted 4 months 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 5 months ago

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

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Posted 5 months 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”

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Posted 5 months ago

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

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Posted 5 months 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”

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Posted 5 months 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 6 months 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.”

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Posted 6 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?”

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Posted 7 months ago

lastminute.com is rated 1.1 based on 378 reviews