lastminute.com.au - Sydney, New South Wales

Gillian H.

Absolutely worst experience .... am now $6k in the hole. Cannot get a straight answer out of anyone about how to get a refund. They are masters of telephone time suckage and you will have a coronary dealing with it. Many layers and parent companies to navigate trying to resolve a 5 month long issue - the 2 phone numbers I was given belonged to the twitter account for Expedia and the other was for a bank that is completely unrelated to to them.

Amy D. A.

I’m extremely disappointed with the lack of action taken to resolve my issue. While I appreciate the polite acknowledgment of my concerns, it’s frustrating that no real effort was made to address them. If customer experience were truly a priority, I would have expected more than just words—some actual steps toward a solution.

To make matters worse, there were no phone numbers or email addresses readily available for support. When I finally managed to speak to someone through the chat, they provided me with incorrect contact details and misinformation, sending me on a wild goose chase and completely wasting my time.

If there is any genuine willingness to assist me, I’d like to know. Otherwise, I can only hope future customers receive better support than I did—though based on my experience, I wouldn’t count on it.

Brendan R.

I booked a motel through Last Minute for the 16/01/25. Entered my credit card details, checked the booking and pressed pay. The confirmation came back as a booking for the 22/01/25. I rang Last Minute immediately to inform them of the error on their booking system but they refused to take responsibility for the error. While I was on hold, they claimed to have contacted the international Motel chain to cancel my booking, but they didn't answer, "I call bullshit." Last Minute then promised a resolution within 72 hours. Of coarse that didn't happen. I have just spent one hour on the phone to Last Minute again and they refuse to refund my booking, they are blaming the motel. I did not make an incorrect booking, the motel has not done anything wrong, but Last Minute continue to refuse to take responsibility for the failings of their booking system. How many other customers have they done this to? Spread the word on their incompetent business practices and call them out on their bad corporate behaviour. Tell your story about how they have taken your money and not provided a service. I strongly suggest you don't use Last Minute

Rebekah A.

For years I've really enjoyed using Last Minute. Was easy and hassle free. I have a trip coming up where my flights were randomly cancelled - by them. Talking to the online chat team has been useless getting a re-booking or help in general that I ended up going to a travel agent for an urgent rebooking. My issue now is 2 months later I'm still waiting for a refund of nearly $4K. Many times people are saying it will be in my bank 7-10 business days. It's been more that 20 business days. I don't know what else to do to get the refund. There is no numbers to call and their "customer service" people barely speak English.

UPDATE: I went to chat again, told them I needed to speak to a supervisor. Perhaps mentioning I have to speak to our corporate team about why the refund wasn't processed assisted in me receiving what seems like receipts for a refund. This "supervisor" told me that no one had processed my refund within the last month like the email communications advised. Fingers crossed its on its way.

Regina P.

I was over-charged nearly $900 on a package, multiple calls where i was advise my refund would be in 10 business days, it has been more than 6 weeks and still nothing.
I have attempted the contact centre multiple times to only be told it will be 10 business days and it was an agent error.
Do not use them!!

Alison C.

Should be -5 for my rating. Don't book with these people unless you are 100% sure your plans won't change. I got a confirmation message with a reference number with a link for help in a text. I rang the hotel after a last minute cancellation of a meeting I had booked the accom for. They couldn't acess the booking to change anything. I clicked on the help link and after a horrendous time with their automated system finally I got through to a person who also said they couldn't access the booking to change dates or anything and advised me to email this company. I also managed to find their complaint page and made a complaint that would not be answered but used to analyse their service!!! Then I found a page to cancel or change the booking. I did this twice and got no acknowledgement of them receiving my requests. I still can't find a phone number to call to get this rectified. I'm deleting the app and unsubscribing. Absolutely woeful. Don't use them. Ever .

Paul O.

DO I REALLY HAVE TO GIVE THEM "ONE" Star. What they really need is "-5" STARS. Booked a hotel and airfare. After booking HOTEL it took us to airfare section and we selected the default airfare. Turned out to be to ANOTHER COUNTRY. Then told us it was OUR fault for not checking...... Their SYSTEM SUCKS, they will say or do anything to hold onto your money. Now have paid for an additional day in hotel we cant use. WILL NEVER USE THIS COMPANY AGAIN

rohit S.

Worst website, doesn’t show latest airfare, wasted an hour trying to book on Thai airways to india