lastminute.com Reviews

Hi Marnix,

I am sorry that we have been unable to confirm your booking due to fare increase.

While selling products on our website the prices and availability are shown on a real-time basis. We aim to update our systems regularly, as and when flights or hotel inventory are sold. If there are multiple users trying to book the same package or flight at the same time, the fares or the seats may not be available and the booking may remain pending.

In this case, we try confirming your reservation manually. However, at times, we may not be able to confirm the booking due to unavailability or fare increase out of our threshold limit so we release the hold on your card from our end and inform the same via call or email.

I apologies for any inconvenience caused.

Kind regards,
lastminute.com

Hi Ineke,

I am sorry to hear about the problems that you have experienced.

When a booking is made on lastminute.com usually it is confirmed immediately, however, some booking might need to be confirmed manually. We take up to 24-72 hours to confirm it with the suppliers and as a travel agency, we book flights and hotels all the time.

The prices are loaded by our suppliers and at times due to simultaneous bookings, the website keeps updating. The price can change due to the availability of seats hence, you were not able to get the price you saw on our website.

The relevant team tried to confirm the booking, however, there is a fare increase. I see that you were able to speak with the Customer Service Team. Please contact them for further assistance.

This process is mentioned in the terms and conditions which you agreed at the booking step.

Kind regards,

lastminute.com

Hi,

I am sorry to hear about your experience. Please accept my sincere apologies.

I have referred to your complaint and have also reviewed your booking. Having the footprints that were recorded during the booking steps, I can confirm that the reservation was confirmed exactly the way it was booked on our website. We would be happy to provide you with the footprints if needed. You can contact our customer services to get the same.

I understand you are also unhappy with the FullFlex assistance package being added to your booking. I would like to inform you that FullFlex assistance package is offered twice throughout the booking process. Once on the Secure Check-Out page and 2nd on the pop-up that appears after you have clicked on the BUY button giving you more information about the package. Since you clicked on the "I accept and continue" button on the 2nd attempt, FullFlex was added to your booking.

I can see that you have already cancelled and a refund for the FullFlex assistance package has been processed back to the original form of payment.

For the reason above, I can confirm that there isn't an error on our part.

Kind regards,

lastminute.com

Hi Isobel,

I am sorry to hear about the issues that you've experienced. Please accept my apologies for the delay in replying to you.

I am concerned that booking you made has different connecting airports. I have reviewed the history of your booking with our technical team so they could check if there were any technical errors during your booking process. They’ve confirmed that the booking was processed correctly with no issues.

It’s not an easy message to give but the website cannot change the booking without intervention. I have reviewed the footprints of the booking and can see that the booking is confirmed as booked on the website. Our website provides an alternative and cheapest option for a nearby destination as well. There are many opportunities to verify booking details during the booking process and the details displayed in the confirmation e-mail are the ones which were agreed to and secured at the check-out page.

Regarding the Fullfex, when a booking is made on our website every step that is taken while making a booking is recorded in the booking details in the form of codes, these are called the footprints of a booking. Having looked at the footprints, I can see that after you clicked on the “BUY” button on the payment page, you received a pop-up on your screen giving you more information about the FullFlex package and since you clicked on “I accept and continue” the FullFlex assistance package was added to your booking. Also, we sent you a FullFlex assistance email mentioning that this service can be withdrawn before the departure. I can see that we have refunded the cost of the Fullflex already.

I realise this situation is disappointing for you but as an agent for third party suppliers, we act in accordance with their terms and conditions.

Thank you for the opportunity to explain.

Kind regards,
lastminute.com

Hi Sylvia,

I am sorry that Fullflex service was added to your reservation without your authorization.

When a booking is made on our website each and every step that is taken while making a booking is recorded in the booking details in the form of codes, these are called the footprints of a booking. Having looked at the footprints, I can see that after you clicked on the “BUY” button on the payment page, you received a pop-up on your screen giving you more information about the FullFlex package and since you clicked on “I accept and continue” the FullFlex assistance package was added to your booking. Also, we sent you a FullFlex assistance email mentioning that this service can be withdrawn prior to the departure.

In reference to the price, all the airlines offer their best price on our website to increase their sales count. However, the fares are subject to availability due to which it keeps on fluctuating. I assure the price we offered was the best price at the time.

I apologise for the inconvenience caused to you.

Kind regards,
lastminute group

Hi Mascha,

I am sorry that Fullflex service was added to your reservation without your authorization.

When a booking is made on our website every step that is taken while making a booking is recorded in the booking details in the form of codes, these are called the footprints of a booking. Having looked at the footprints, I can see that after you clicked on the “BUY” button on the payment page, you received a pop-up on your screen giving you more information about the FullFlex package and since you clicked on “I accept and continue” the FullFlex assistance package was added to your booking. Also, we sent you a FullFlex assistance email mentioning that this service can be withdrawn before the departure.

I can see that we have already cancelled the insurance and processed the refund to the original form of payment. You will be able to see the amount on your account soon, depending on your bank's clearance time.

I apologise for the inconvenience caused to you.

Kind regards,
lastminute.com

Hi Etiënne,

I am sorry to know about the issues that you have experienced. Please accept my apologies for the delay in replying to you.

While selling products on our website the prices and availability are shown on a real-time basis. We aim to update our systems regularly, as and when flights or hotel inventory are sold. If there are multiple users trying to book the same package or flight at the same time, the fares or the seats may not be available and the booking may remain pending.

In this case, we try confirming your reservation manually. However, at times, we may not be able to confirm the booking due to unavailability or fare increase out of our threshold limit so we release the hold on your card from our end and inform the same via call or email.

I apologise for any inconvenience caused.

Kind regards,
lastminute group

Hi Florens,

I am sorry that Fullflex service was added to your reservation without your authorization.

When a booking is made on our website each and every step that is taken while making a booking is recorded in the booking details in the form of codes, these are called the footprints of a booking. Having looked at the footprints, I can see that after you clicked on the “BUY” button on the payment page, you received a pop-up on your screen giving you more information about the FullFlex package and since you clicked on “I accept and continue” the FullFlex assistance package was added to your booking. I can see that the service has been withdrawn upon your request.

I apologise for the inconvenience caused to you.

Kind regards,
lastminute group

Hi,

I am sorry to know that you were unable to contact us.

Please be advised that the customers can contact our Customer Service Team from their registered contact number. If calling from an alternate number then need to enter a valid booking ID. Alternatively, you may raise a request online/ app. We have no known issues with our phone line and are receiving calls from our other customers.

However, I have passed your comments to our relevant team to look into it. They will investigate and get back to you with an update as soon as possible. Please be advised that this may take up to 28 days depending on our supplier's response time.

Thank you for the opportunity to explain.

Kind regards,
lastminute group

Hi,

I am sorry to hear about the issues that you have experienced.

I see that you've purchased FullFlex assistance which is an optional service on our website and can be added to a reservation on 2 occasions, on the payment page or as a popup message shortly before the transaction is completed. I can assure you that this was accepted on a re-proposal at the time of booking. However, the customers can withdraw from this service as per the instructions mentioned in our FullFlex assistance email.

Having reviewed the details I see that as requested, we have cancelled the FullFlex portion and processed a refund to the original form of payment. Also, we've sent you a refund confirmation email.

Thank you for the opportunity to explain.

Kind regards,
lastminute group

Hi,

I am sorry to hear about the issues that you have experienced.

I see that you've purchased FullFlex assistance which is an optional service on our website and can be added to a reservation on 2 occasions, on the payment page or as a popup message shortly before the transaction is completed. I can assure you that this was accepted on a re-proposal at the time of booking. However, the customers can withdraw from this service as per the instructions mentioned in our FullFlex assistance email.

However, as you do not want this service, I have cancelled the FullFlex portion and processed a refund to the original form of payment. Also, I've sent you an email confirming the same. Please be advised that your reservation is still confirmed.

Thank you for the opportunity to assist.

Kind regards,
lastminute group

Hi,

I’m sorry to know about the issue that you have raised.

I have attempted to view your booking using the details that you have provided but unfortunately, these do not seem to be correct. However, if you contact our Customer Services Team they will be happy to assist you.

Kind regards,
lastminute group

Hi,

I am sorry to hear about the pricing issue for your booking.

Flight cost is very dynamic and subject to availability. While selling products on our website the prices and availability are shown on a real-time basis. We aim to update our systems regularly, as and when flights or hotel inventory are sold. If there are multiple users trying to book the same package or flight at the same time, the chosen fares or the seats may not be available causing a change in fare.

Having reviewed your booking details I see that you were directed through a metasearch site and there was a fare increase on the itinerary. There are opportunities to verify booking details during the booking process and the amount displayed in the confirmation e-mail is the one which was agreed to and secured at the checkout page.

Thank you for the opportunity to explain.

Kind regards,
lastminute group

Hi,

I am sorry to know that you have a discrepancy with the cost of your booking.

Having reviewed your booking details I see that you've purchased FullFlex service where we do not charge our handling fee while making changes. In case of a cancellation, the customers get a voucher code worth 90% of the original ticket price even on a non-refundable reservation.

However, the customer does have an option to withdraw from this service within the specified time as per the instructions mentioned in our FullFlex assistance email.

Thank you for the opportunity to explain.

Kind regards,
lastminute group

Hi,

I am sorry to know that you are disappointed.

Unfortunately, as you have not provided your booking ID I have been unable to check the specific details of your case. However, I would like to inform you that the customers try booking a reservation through metasearch site or our website directly. While selling products on our website the prices and availability are shown on a real-time basis. We aim to update our systems regularly, as and when flights or hotel inventory are sold. If there are multiple users trying to book the same package or flight at the same time, the fares may increase as it is subject to availability. Also, the customers notice a change in booking cost upon purchasing additional service.

Thank you for the opportunity to explain.

Kind regards,
lastminute group