Help! Lastminute.com cust services

dinkysarah

Hi all, I have phoned Lastminute customer services a total of 11 times, spent more than 3 and a half hours over a period of 45 days and received no help whatsoever. They simply take details and say someone will get back to me. I have had my call escalated 4 times and I am still waiting for someone to get back to me. How do I contact a manager or get a message to someone there who can deal with a complaint? I keep asking to speak to a manager or supervisor but they refuse. It's driving me insane :mad:

Caz3121

unfortunately for you, their poor customer service is well documented since they were bought by Bravofly 5+ years ago
what is the issue you are trying to resolve? (it may not even be possible)

dinkysarah

thanks for your reply. In summary I booked a short break which was hotel and Eurostar. it was a surprise for my husbands birthday but i then found out he couldn't travel on that date so I wanted to move it to a date a couple of days later. I requested it several times and phoned Eurostar who said it was always possible to change the travel date for a £30 fee which was fine by me. They always say they will pass my request on but nobody gets back to me, on one call I was advised to rebook the hotel for the new dates as there was only one room available and they said all hotels are fully refundable if cancelled up to the day before. so I now have two hotel bookings but the wrong eurostar booking. I finally got my first response email yesterday after my 12th call and it said the reason they can't change the booking is because the date and time I want isn't available---but it is! I checked on line after getting the email and rang Eurostar and I the date is very much available. I don't care that much if they cancel or change the booking but i'm not paying £400+ for a holiday I wont be going on as I've already paid in full for the hotel on the correct date. What a mess, I just want them to sort it out. I've been in tears over this

dinkysarah

is there an email address or phone number which bypasses the customer services dept?

DCFC79

Could you not see if you know who would want to go instead eg another couple and they pay you.

Can you not cancel the trip and just book the eurostar and hotel yourself ?

dinkysarah

I've tried asking them to cancel but they haven't replied to that either. I really don't mind but don't want to pay £400 to cancel and then £400 for the new date. Because the tickets are in my name it would still need an amendment to change to someone else so I still need someone at lastminute to either change the dates of the tickets, cancel the tickets or change the name on the tickets. they don't seem to be able to do anything. I've asked them if they can advise on any of these options but they just say they will pass it to the relevant dept and nothing happens. I have tried cancelling but I just get ignored. I have rebooked the hotel myself already (it is on a cancel at any time basis) I could book new Eurostar tickets (although Eurostar told me not to) I could do that but how do I get rid of the outstanding booking without paying £400? aaaagggghhhh it's driving me mad . Thanks any way

mattyprice4004

Eurostar direct may have done it, but Lastminute might have their own rules and thus could theoretically refuse to change the booking.

I’d book direct next time, saves all this faffing about!

KatMac05

Hi, I am desperately seeking help!! I was booking a surprise trip for me and my husband and then as I selected confirm I then realised it was made for only one person, I tried to cancel the confirmation by shutting down the internet but it still went through. I immediately rang LastMinute.com when I received the confirmation email which also clearly stated that I was able to cancel and modify the booking, but to be told that I could neither and that nothing could be done! I escalated the call to the most unhelpful manager who also stated there was nothing to be done - not even able to modify the booking to two people!! I asked to cancel the booking but then told I must pay the full balance of over £400!!!! 

After long calls and emails later I received an email to say that the booking was cancelled and going to be refunded within 24 hours which I would then receive a further confirmation email of this, great! Very happy about that  .... but an hour later I am then sent another email stating that I will be paying for price for the holiday including an admin charge!! I am in such a state in what to do? I have taken advice from the ombudsman and asked for their formal complaints procedure but unsure of what else can be done? Any help would be so greatly appreciated!! 

t8769

Always good to pay extra and have people you can speak to.

swright27

In need of help. My partner and I booked a trip to Tokyo in April through last minute.com, cancelled due to covid. So far last minute.com have been completely unhelpful, there is no way to talk to anyone about our issue, we keep getting emails with incorrect information that we can't reply on. Its been 6 months and they say we have to choose our refund options but every link they send is broken and there is no way to contact them and notify them. We've chased the ATOL protected scheme with no luck. We are unsure of where to go from here.