Lastminute.com Issues

LibbyBagley

We have been struggling to get an answer from lastminute.com and I am wondering what our rights are and where we stand, could you possibly help us? 

We booked flights to Portugal via lastminute.com earlier this year for my husband and a friend to do a charity event, a couple of months ago we received a notification saying that the flight home was cancelled and how would we like to be refunded. We haven't agreed on a refund yet as we don't have a breakdown of the flights, just the original invoice with both outbound and inbound flights (I have asked for this but haven't heard anything back). We booked an alternative flight home to ensure we could get one, but the original flight that we were told was cancelled and needed to get a refund on is still being advertised on the website and you can still book a ticket to go on this flight. Is this acceptable for an airline and a 3rd party provider to do? 

We have also noticed that the flight out to Portugal has been cancelled, so I have spoken with Lastminute.com and they have told me that I have to deal with this direct through the airline, but the cancelled return flight is done through them. As far as I was aware, we made the purchase through lastminute.com so they would be the ones to refund us. Please can you clarify whether this is the case? 

Currently, we are in a situation where we have one flight back booked and lastminute.com are refusing to let me speak to anyone who can help or respond to my emails. Please can you advise us on what to do as we are at a loss and concerned about how we're getting to Portugal?

Many thanks

Jq1975

I’m also having a problem with lastminute.com at the moment.

On Saturday evening I booked a weeks holiday to Spain departing 16th of October.

We are still waiting for this booking to be confirmed.  I have spoken to last minute.com. And they said they can’t put a timescale on it, they can’t overpromise, and they will send through an urgent referral.  Do I think that logical and reasonable? Absolutely no. Quick overpromise right there.

We know there is space on the flight, we know that there is room at the hotel. The price on lastminute.com is identical to other suppliers. (Never thought to look at Thomas Cook!) Really worried, I’ve got airport parking to book, I’ve got Covid tests to book.

And I just have this awful feeling at the last minute it’s gonna be cancelled. And then how long am I waiting for my money to be refunded?

It’s been five years since I last used last minute.com. I’ve never needed to book a last-minute holiday. Previous experiences have been absolutely excellent with them. But I am so nervous.  I could quite happily throw up

Because this booking is not confirmed what are my cancellation rights? Anybody any ideas? 

Westin

“ Because this booking is not confirmed what are my cancellation rights? Anybody any ideas?”

Have a look over the terms and conditions on their website. This should tell you the time frame you have agreed upon for them to either confirm or reject your booking request.

NoodleDoodleMan

Lastminute.com -  just about the most complained about orgainisation in the UK travel industry........allegedly.

neuen

I've been fighting with them for almost a year now. 

Sadly, there is little recourse. 

Here are their T&Cs

We would like to inform you that the European Commission makes available to all citizens of the Union a platform for the online resolution of disputes in relation to services provided by companies belonging to the European Union (the "ODR Platform"), which can be accessed through the following link: [link to EU ODR scheme]. However, as the Company is an entity under Swiss law with its registered office in Vicolo De' Calvi 2 6830 Chiasso, Switzerland, any claims are not admissible through the aforementioned platform. For this reason, in order to allow us to help you solve your problem, we invite you to get in touch directly with our staff, by email and/or by phone using the contacts provided in the confirmation email.

Westin

@Jq1975
@LibbyBagley
So what happened? Did the booking get confirmed? If so what time frame was followed.
Your response and answers could help the next person.

periwing

I have just booked some flights with lastminute.com and noticed there was an extra fee of £24.80 on the final total.  There was no warning that there was going to be an additional fee and can't contact them via the telephone number given.  Any suggestions or comments please as to what this fee can be, I am now regretting using lastminute.com?

Westin

I suspect that either you inadvertently pressed a button during the booking flow for a extra like their FullFlex support cover, or did not ‘uncheck’ one.

Or, you may have changed the payment method from the default Apple Pay.

Without more detail and inability to replicate, difficult to really be sure.  Is the charge listed on your confirmation document to explain what it is?

You have booked with a Swiss company with ‘customer support’ based overseas, predominately in Spain. LM customer reviews are often poor. Contact details on their website but sadly I think that contact will not be quick, easy and likely frustrating.  

That extra couple of £ to book with a U.K. travel agency may now seem like money well spent.