Last minute.com

Hi, I noticed when, I was reading an article about cheap flights, that lasminute.com were recommended as a 'top pick'. I’m not sure when this article was last edited but the past 2 years have shown that they are anything but a 'top pick'!

I have used them many times for travel but 2 years ago they showed how appalling their customer service is when things go wrong. My flights and hotel- a package I bought through them- was cancelled by them about 6 weeks before we were due to travel. They offered me a refund so I chose a cash refund rather than a voucher. They promptly shut shop- ignored all emails and phone calls- for 6 months! I finally received a partial refund in September of 2020- a refund of the money for the hotel- which had actually been refunded to them in the June as I had confirmed to me by the hotel themselves. It took the threat of court proceedings which I had to follow through on to get the remainder of my refund. Lastminute.com insisted that I had to chase the airline directly for the refund, claiming that Ryanair had 'decided' to give me a voucher. 

Search on social media for a few minutes and you will find many more stories like mine! There is a Facebook page set up for 'victims of lastminute.com', LM's Twitter feed is full of disgusted customers waiting for refunds, and their LinkedIn page very rarely allows comments on their posts. 

This company turned customers into creditors, are not financially stable and have shown a total disregard for customers by continuing to advertise and take money whilst owing millions in refunds. They are to be AVOIDED and not trusted. PLEASE do not book with them!!

Comments

  • cx6
    cx6 Posts: 1,176
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    Forumite
    In my view it is always better to book direct with the airline. In many many cases the prices are not dissimilar anyway.
  • jimbo6977
    jimbo6977 Posts: 1,222
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    Forumite
    The following is an explanation, not necessarily a justification.

    1. Officially Ryanair do not sell flights/seats to travel agents or tour operators. In reality, Travel agents and tour operators do book Ryanair flights by the bazillion. This causes problems as Ryanair will never refund a TA or TO, as far as Ryanair is concerned, the passenger is their customer. However Ryanair do not have any contact details for customers who have booked through a TA / TO. It's a mess and might soon be subject to court action by On The Beach.

    2. During the pandemic, airlines in general refused to refund travel agents and tour operators, just because. If the TAs and TOs had attempted to refund customers as per the supposed rules, they would have been insolvent, all consumers would have become unsecured creditors, and would likely have received very little of their money back, and and had a very long wait even for that very little money. 


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