Review Time
Hi,
Thank you for giving me the opportunity to share more about my experience.
Overall, my trip was very enjoyable and well organised. The booking process was smooth and straightforward, and I appreciated how responsive and helpful your team was whenever I had a question. It gave me peace of mind knowing everything was clearly arranged in advance.
The travel arrangements went as planned, and I didn’t experience any major issues, which made the journey stress-free. The accommodation met my expectations, and the overall experience allowed me to truly relax and enjoy my time away.
If I were to suggest anything, it would simply be to continue providing clear communication and timely updates, as that really makes a difference for travellers.
Thank you once again for your excellent service. I look forward to booking with you again in the future.
Kind regards,
Jacqueline
Totally scammed by lastminute.com.
They took my payment instantly at 12:41 on 26 February 2026, but I never received any confirmation email, booking reference, or proof that my holiday even exists. We realised immediately something was wrong and contacted them at 12:56 the same day. Since then, we have only been told to wait. We were never given any case reference number, so we don’t even know if our issue has officially been logged, which makes it extremely difficult to follow up.
Customer service told us we must wait up to a maximum of 72 hours, and there are only two possible outcomes:
1. The holiday might eventually be booked as it should have been in the first place — but that means we have to go through days of completely unnecessary stress and uncertainty, not knowing if our trip even exists.
2. They might not be able to fix it, in which case we would only receive a refund with no compensation at all, and we would be forced to rebook at whatever price is available now. The same package is already nearly £100 more expensive and doesn’t even have the same flight times anymore.
What makes it worse is that we are forced to wait the full 72 hours before taking any action, because if the booking suddenly gets confirmed during that period, they will no longer allow a refund. So we are stuck waiting while prices increase and availability disappears, all because of their system failure.
They also said if a refund is issued, it could take 7–14 days to get our money back — yet they were able to take the payment from my account in seconds. That’s absolutely mad and completely unfair.
Taking a customer’s money without confirmation, without a case reference, and forcing them into uncertainty with no accountability or compensation is completely unacceptable. This has caused stress, wasted time, and potential extra costs due to their mistake. Extremely unreliable service.
I am extremely disappointed with the level of support I have received after completing my booking. This is my first time booking with your company, and unfortunately, the experience has been very poor.
After finalising the booking, there has been very little assistance. I have had to contact the hotel myself and am now being advised to contact the airline directly as well. I do not understand the value of booking through your company if I am left to manage key arrangements independently.
Earlier today, I contacted your team to request assistance with adding another person to my hotel booking. I was told that I needed to contact the hotel directly and was only provided with a phone number — no email address or alternative contact method. I had to search for the hotel’s email details myself. Additionally, I was given an overseas contact number, which would result in international call charges from London to the Middle East. The agent stated that they were unaware that I would incur charges for making such a call. This lack of awareness and support was very concerning.
On more than one occasion, the agent I spoke with did not have the necessary information readily available and had to go away to check, causing further delays. Overall, the service I have received has been disappointing and significantly below expectations.
I would appreciate a clear explanation as to why adequate post-booking support has not been provided and how this matter will be addressed.
PLEASE BE AWARE THAT LASTMINUTE. COM HAS NOT CONTACT NUMBER, & IF ANY ISSUES W YOUR FLIGHT U WILL BE LEFT JUST BY A CHAT ONLINE THAT HAS NO IDEA AND LIES SAYING THAT THEY HAVE IT ALL RIGHT THEY HIT WHAT THEY NEEDED BY NEVER RELEASING YOUR FLIGHT AS FLIGHTS HASN'T GONE UP. THEY STEAL YOUR MONEY.
AVOID at all costs! Total scammers...booked a flight which was cancelled by airline later...they offer only refund and on the same day there is a codeshare flight which they are not ready to rebook while airline is offering free rebooking or refund if you provide a valid PNR or ticket numbers...they provide you with a fictitious PNR which is not valid...nor are willing to share details of tickets numbers which are legally mine. total waste of time. More over airline stated in my face had the flight not been cancelled I would be refused boarding. I dare add the other company citizenplane.com same waste of time.
I booked a reservation with the company ITA AIRWAYS and I found myself with Pegasus Airlines. I paid to receive the boarding passes but they never arrived so , after chatting with assistance twice, I had to do it myself late at night on Pegasus website but my PNR NUMBER WAS A ITA AIRWAYS NUMBER. They couldn’t solve the problem. I wasted so much time.
The flight had two Hours of delay.
When I arrived to the hotel ( after looking for the transfert car which was hard to find, I was so tired) They didn’t give me the junior suite I had paid for but another non restaured room. They said that from Expedia ( my order wasn’t with expedIA )They had visualised another room but they were so kind and gave me the right room the following day, the junior suite I had paid for, immediately. The hotel is gorgeous, the people are very nice and professional. They “saved me” and helped me fix the situation.
I don’t know if I will be using booking/ last minute.com anymore. No clear information, changes, no one to talk to, only chat… a disaser.
I bought a ticket, realized it was a mistake, and messaged them within a minute. They said I could cancel it, but there would be a penalty, which I accepted. However, it's been 14 days and they still haven't refunded my money. If it doesn't arrive this week, I'm starting to think I've been completely scammed.
I would give zero stars if I could. NEVER book with this company! it's not worth it for the extra fiver saved if anything goes wrong. I booked a cheap last minute package that I thought was saving a small bit of money. I got my dates wrong and only realised after the 24 hour grace period. Silly mistake of course. Couldn't speak to a real person..spent ages on chatbot. In the end found a phone number hidden on the net somewhere. Called them. Of course it would cost more than my original booking to change dates so rebooted planes and hotel myself..super easy but costly. Stayed in the hotel and they said they were happy to refund my £280 for free, last minute said it would cost £95pp to do that and as there were 4 of us, there was no money yo refund so essentially kept all the money, even though they charged same for cancelling flights. Now airlines and hotel can resell my bookings and lastminute.com have all my money after terrible customer service. My advice would be to always book direct in future. Zero advantage to booking through them unless you want to deal with beauracracy and red tape! Hard, expensive lesson learned for me!
Absolutely a stupid company.I wanted to change my flight the price is more then my booking price then i checked also airline wabsite its showing almost half of this company price.
Then i asked how much i will get refund if i do cancel its almost 1 week they didnt reply yet.
Customer service people is not helpful Be careful its absolutely a stupid company
Very poor please don’t book!! All was going well but then our flight were changed from an early morning to a late night flight meant we lose a days holiday plus a very late flight back too. We phoned last minute customer service, who said they would help, and be in touch within 24 hrs.. no they didn’t, we phoned again , said they were working on it, and said they would be in touch soon.. it has now been a week . We have phoned constantly, emailed too but nothing. Customer service is really bad .
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