A complaint about Lastminute.com

Status: Approved

#FinancialLoss #CustomerService #Communication  Furious Miffed Frustrated 

Kindly shared by Anonymous

What happened

After booking flights through lastminute.com, the new Spain quarantine rules were announced and therefore I could no longer go on the holiday. After looking on lastminute, they say all changes are made directly with the airline and after going through the airline, changes cannot be made with them because the booking wasn't made on my account. Now it is impossible to get hold of last minute, they can only contact you. I understand things are busy due to COVID but how can a business only let them contact you when there can be so many other scenarios you need to reach out to them and if they deem you not a priority, they never get in contact at all. Therefore, the money used to book flights is just going down the drain, when it could quite simply be moved if I was able to speak to someone. Will never book flights with them again, only with airlines direct.

What I wish had happened

Have correct information for the process first of all. And provide ANY form of customer service, even if there is a pandemic.

Where this happened

On the Internet

Lastminute.com Customers

Most talked about by Lastminute.com customers

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Low

How this makes Lastminute.com customers feel

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Low
33% Financial Loss
Feelings:

Furious

Miffed

Frustrated

33% Customer Service
Feelings:

Furious

Miffed

Frustrated

33% Communication
Feelings:

Furious

Miffed

Frustrated

Travel Customers

Most talked about by Travel customers

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Low

How this makes Travel customers feel

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26% Financial Loss
Feelings:

Furious

Frustrated

Disgusted

Annoyed

Disappointed

Let down

Anxious

Miffed

Offended

Scared

Anti Climax

Sad

Surprised

25% Customer Service
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Disappointed

Let down

Anxious

Sad

Scared

Offended

Miffed

14% Inconvenienced
Feelings:

Furious

Disgusted

Frustrated

Annoyed

Let down

Disappointed

Anxious

Sad

Miffed

Surprised

Anti Climax

Other

10% Communication
Feelings:

Furious

Frustrated

Annoyed

Let down

Anxious

Disgusted

Disappointed

Miffed

Sad

9% Delay
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Anxious

Disappointed

Miffed

Let down

Offended

4% Rudeness
Feelings:

Furious

Frustrated

Disgusted

Annoyed

Scared

Let down

Anxious

Disappointed

4% Fraud
Feelings:

Furious

Frustrated

Disappointed

Disgusted

Anxious

Surprised

Anti Climax

Annoyed

Scared

3% Embarrassment
Feelings:

Disgusted

Furious

Disappointed

Annoyed

Let down

Frustrated

2% Discrimination
Feelings:

Furious

Disgusted

Offended

Frustrated

Annoyed

2% Other
Feelings:

Annoyed

Furious

Frustrated

Disgusted

Disappointed

Let down

1% Returns
Feelings:

Furious

Offended

Disgusted

1% Quality of product
Feelings:

Frustrated

Annoyed

Other

1% Delivery
Feelings:

Frustrated

Let down

Furious

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