Lastminute Reviews 151

Very disappointing experience with Lastminute.

My flights were cancelled, but the company has failed to refund my money. Communication is extremely poor and they do not respond.

This behavior is not only unprofessional but also goes against EU consumer protection laws, which clearly state that customers are entitled to a full refund in case of cancellation.

I would not recommend using Lastminute. Be aware that if something goes wrong, you may struggle to get your money back.

A nightmare from start to finish.
On 7 February, Lastminute provided the last reschedule of our flight, which we accepted. Then, on 9 February, suddenly and without any notice or explanation, we were informed that a partial refund had been issued. No details were given about why this happened.
Today, just hours before check-in, we discovered that the flight was allegedly cancelled. Despite this, the airline’s website shows that the flight is still scheduled to depart as originally planned. Lastminute has refused to refund €110, claiming this is due to promotional fare conditions, even though the cancellation and mismanagement were entirely caused by them. They also attempt to shift responsibility to the airline, citing “operational reasons,” which is misleading and irrelevant.
Under EU Regulation (EC) 261/2004, passengers are entitled to:
Full reimbursement if a flight is cancelled or not operated,
Re-routing at the earliest opportunity, and
Compensation if cancellation occurs less than 14 days before departure, unless extraordinary circumstances apply.
Lastminute’s handling is unlawful. Issuing a partial refund without explanation, withholding the €110 fare, failing to notify passengers in due time, and attempting to blame the airline, while the flight may operate as originally scheduled, is a clear breach of EU passenger rights.
This experience was stressful, confusing, and entirely avoidable. Customers should beware: Lastminute failed to provide the service they sold, violated passenger rights, and refused to act responsibly.

Hidden fees charged after payment — extremely misleading.

I booked three return tickets from Auckland (NZ) to Delhi on 21 November 2025 through Lastminute.com. The website clearly displayed a total price of NZD $9,118.11 for all three passengers, and no extra fees were disclosed during the booking process. We did not select any insurance or extra services.

After completing payment, I discovered they had deducted an additional NZD $585.84 from my bank account as a separate “booking fee.” This charge was never shown before payment, never disclosed, and never authorised.

When I contacted customer service, they said the fee is “non-refundable,” but they could not explain why the fee was hidden during booking.

This is deceptive and unfair. Hidden fees undermine trust and mislead customers. I have filed a chargeback with my bank and submitted a complaint to the Commerce Commission.

Customers should be extremely careful when booking through this website — always check your bank transactions afterwards.

Would never use them again. They did not help our group during a super typhoon. Left us stranded, had no care nor sympathy. They lie and scam. I would completely avoid them at all cost.

Used Lastminute. The airline have cancelled the flight and to get a refund i have to go to lastminute. To activate my account I am due to receive an activation email, that NEVER arrives. The help line is disconnected, the AI bot is useless and I just go round and round and round in the same useless loop. So I am due a refund that I cannot claim. I will not be using them again

Made a booking, paid for it, thankfully printed the receipt, but from then on it was down hill.
The system would not send me an email in order to complete my 'account', so I can't go into an account to cancel or receive a refund if needed.
The AI 'CHAT' doesn't do anything - says it will get a customer service agent but never does.
There is no way to get your money back or contact anyone.
I wish I'd never 'found' this website.

Their booking page is predatory.
After putting in your credit card information and clicking "Book flight", the page will load for 3 seconds, reload and show you a popup. At this point, you usually expect the popup to be a "Booking confirmed" popup, and the primary button to be a "Back to overview". The primary button is a "Add Full Flex" button, which instantly and without confirmation screen adds 150$ to your booking for a useless service.

Cancelling the service is a marathon via an obscure email buried on the last page of the terms and conditions contract.

NEVER BOOK WITH THIS FIRM.

I bought tickets for myself and my 2 kids to travel from London to Australia. I informed lastminute that my son has special needs when booking the ticket. The tickets they sold did NOT have check-in luggage included (which is nuts for a long haul journey) but they advised me to add luggage at the airport. They did not say it would be £430 per bag. To save spending EIGHT HUNDRED AND SIXTY POUNDS, I packed an entire suitcase into my carry on luggage and checked in one bag (at a cost of 430 pounds).
This meant carrying around 18kg of baggage whilst also dealing with my special needs son in transit for 22 hours.
When I emailed my complaint…they suggested that on my return flight that I (again) add luggage at the airport, knowing full well the hidden cost would be 860 quid.
This a genuinely the most dishonest dealing I’ve had with booking online travel. Never using them again.

Booked and paid for a room through last minute. They emailed to cancel for unforeseen circumstances the night before. Rung the hotel and booked directly with no problems. Luckily refund was issued quickly but it says it could take 5-7 days which cancelling the day before could cause serious problems for those on a budget like us!!

I booked flights through lastminute.com then read their reviews which were generally pretty negative. I then needed to change details of passengers. Customer service were in touch within 24hrs and the issue was sorted with no extra cost.
I couldn’t fault them.

Shocking, awful, rip-off merchants. Couldn't be worse. They used to be good in the past but now ? Don't even think about it - really. I mean it.
I book a flight to Italy with LastMinute.com (big bad mistake - last time I used Trip.com and they were wonderful). As I understand when I book, cabin baggage IS included. Ha. Yes, "cabin" baggage is actually underseat baggage. Silly me. Of course I should be going to Italy for a week with a day-bag that fits under the seat. Well, it's not just Last Minute. It's Vueling too but the Vueling website says cabin baggage is always included so I ring them and I speak to a rather grumpy person at Vueling who tells me companies like Last Minute offer cheaper flights but make you pay extra for baggage & etc. So I try to contact Last Minute to query this. - their website is no help whatsoever. YAY, there's a phone number. I call it. A recorded message tells me to go to their website and cuts out. I find another number - YAY. But not. It's blocked. my screen tells me: "Premium Number!". Meanwhile the price for cabin baggage has gone up from £50 each way to £90 each way and as I understand it, that is nothing to do with Vueling.

Make sure you read between the lines, check the airline prices and conditions directly and if going via LastMinute (don't!) or Kayak or Shyscanner etc, check all the details very carefully. And be aware that if you want to speak to anyone at LastMinute.com you will be whistling in the wind. Don't waste time trying.

This company scammed me at checkout for a flight, increasing by nearly 20% ($350) and refused to pay me back. Even when I showed them evidence of their advertised rates. Please avoid at Lastminute and Bravofly.

NEVER AGAIN!! Spent 2 weeks trying to get them to act as our travel agent, as the airline company supposedly had their hands tied without Lastminute sending information to them. Every call was met with contradictory information from different representatives, promises to forward important information, and nothing was done! I was so sick of hearing "sorry for how you're feeling". Instead of our much needed holiday, we were incredibly stressed and left $6000 out of pocket as we had to purchase new flights as the promised communication to our international airline, 1. either never took place, or 2. If it did, the requested information was never sent through. It's hard to fly home, when your paid for tickets are not valid!!!!!!

Booked a short Spa break in May for a group of 5 in August for 3 nights and tried to change a mistake immediately one of the names I entered was wrong and it would only allow me to change up to 3 letters.

So I contacted customer services within 24 hours and I was charged £152 for the name change, being told this was the best alternative, because if it was cancelled it would cost much more maybe the cost of the whole break, which was circa £400 per person.

What was most alarming was that this was a short package break - with an ATOL certificate issued too - yet, for the purpose of the name change the flight was now non-refundable, although the hotel can be cancelled up to one/two days before. Therefore, what was the point of booking a 'holiday' with Lastminute if this was the outcome. Especially considering a name change with the airline direct itself would have cost no more than £50 (and that is if a charge would actually be levied within 24 hours)? Yet I was charged £117 for the name change and a £35 administration fee by Lastminute.

I am now out of pocket, as I cannot charge any of the group members extra for my error (£50 would have been bearable if that was the case, but £152 within 24 hours) for making a name change!

If I knew then what I know now, I would have booked the hotel and flight separately myself, which would not have resulted in this extortionate name change cost. As I could have cancelled and rebooked the hotel (for less too) and at the most, if applicable, pay an additional £50 in total for a name change for the flight alone.

I was so shocked with the extra charge (for a short break that did not even provide or give the option for a transfer) and for fear of no break at all (which my friends are all looking forward to), I just paid. I would like to add, who I have shared this experience with are equally as shocked.

All I can say is that I have just conjured up the energy to write this review to say I have learnt the hard way and, Lastminute, never again!

The experience was made great because Reresa was very knowledgeable and relatable. Made to booking of a seven person trip easy. Am really very pleased and happy to have spoken to Teresa. She is a great asset for the company. Please give her a pay rise.

So disappointed about service. I took an expensive trip (flight + hotel).
When I arrived at airport I waited the shuttle for 1 hour and 20 minutes with no info except : wait. So for the return at the end of the trip I cancelled the shuttle to go 5 hours before my flight to the airport (hotel located just 20 minutes from airport). They considered as a no show and don’t want to reimburse me.
Price for the shuttle : 50 dollars
Nobody contacted me…

This is a scam company please never book with them

Terrible. Incredibly frustrating. My husband had a medical emergency and I needed to request an accommodation modification. So while I was sitting in ED under huge stress, I tried to navigate lastminute (which looks like Expedia owns it, or wotif... confusing but they all seem linked) website and their Agents and virtual agents. I'm a smart person and I kid you not that I spent about 2 hours going around in circles. Once I even made it through the system, they said they'd contacted the hotel and had been approved. I even have screenshot to prove it, but it was a lie! They hotel had not been communicated with and despite my evidence said they need to be contacted by the booking agent. The hotel were very understanding. There were no phone numbers offered. I couldn't speak to anyone. I will NEVER use them again. Better to book directly with the accommodation etc.

My name was not in the airport data so i did not get on my fight. I cant contact personal assistence so i cant get my monny back.

The company offered to call and help me within 4 hours, failed the obligation and then said they didn't need to and I got fined
Takes no responsibility
No help given