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Customer support

 

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 General

Things to remember before you travel Now you've booked with us, here is a checklist of the things you should remember before you travel.

If you have a Flight with us you'll need to remember:

  • Passport Visa Ticket or Confirmation of E-Ticket
  • EU Health Card Travel Insurance
  • Airline Phone Number

If you have a Hotel with us you will need to remember:

  • Passport or Photo ID
  • Confirmation Voucher
  • Address of the Hotel
  • Phone Number of Hotel
 
[Back to FAQs]

Can I change the details of my booking?
Yes, details can be changed on booking, however what can be changed does vary depending on what has been booked. If you wish to amend a booking / order or wish to enquiry if a specific change can be made, then please fill in the Contact Us form and submit your change or enquiry. We will then be able to check the booking details and get back to you as soon as possible to advise if the amendment is possible and if it will incur a refund or additional charge, typical amendment fees are at least 20-45 pounds in addition to the charge levied by the supplier, all fees will be advise prior to any amendment occurring.

Click here to go to the Contact Us form.

 
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I haven't received or I have lost my confirmation e-mail, how do I get another copy?
 If you have not received your confirmation e-mail within 4 hours of making a booking or have lost the e-mail, please check your deleted items / 'Junk Mail' folder. Please add DoNotReply@lastminute.com to your contacts list as this will allow you to receive your booking confirmation (if you do not do this Junk Mail filters can potentially prevent you from receiving your booking confirmation). To check if the booking / order was successfully made and obtain another copy of your confirmation e-mail please contact us.

 
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How do I know if I have successfully completed my booking / order?
 Once your booking / order is confirmed, you will receive an automated e-mail containing your confirmation number and full details of the product that you have purchased. If you have not received your email, please contact us.

 
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There is a mistake on my confirmation / e-mail / documentation
 If you see a mistake on your confirmation e-mail or documentation, please fill in and submit the Contact Us form and one of our agents will be happy to assist you with your enquiry. Click here to go to the Contact Us form.

 
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What if I need an invoice or receipt?
 You can use your confirmation e-mail as a receipt or invoice for your booking / order. If you require a new copy of your confirmation e-mail, please contact us and we will resend it. For business customers booking for a business trip, booking must be made using a business credit card in the traveller’s name, booked under the business address. We can only accept payment for bookings in the traveller’s name and the address the payment card is registered at.

 
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How do I check it is safe to travel to my holiday destination?
 We recommend that you check the Foreign and Commonwealth Office Travel Advice webpage for the latest updates and information relating to your holiday destination.

 
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Why can/do prices change for Flights and other travel products?
 We use the same database as used by travel agents around the world that lists the actual ticket price and the availability. The database continuously updates and therefore reflects availability and changes to the rate. Always be sure to double-check prices when reserving or purchasing tickets and always read the terms and conditions of the offer (the fare may have changed since you first searched our database).

 
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How do I log a comment or complaint?
 To log a comment or complaint please e-mail us via the Contact Us form and select the relevant Topic, this will then get submitted to the correct team and dealt with accordingly.

You may prefer to post your comment or complaint, if so our address is as follows:

 

lastminute.com Customer Relations Department
Victoria Gate
Chobham Road
Woking
Surrey
GU21 6JD

Regarding any complaint, lastminute.com would like to take this oppotunity to apologies for if you are unhappy with any part of your experience. lastminute.com aims to resolve the complaint within 28 days pending a full investigation, please be aware that in peak seasons this may take a little longer. Regarding any comment, lastminute.com would like to say thank you, we are always looking to improve the service we can you provide to you, our customers.

 
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I have received an Order Acknowledgement e-mail. What does this mean, and do I have to do anything?

Receiving an Order Acknowledgement email informs you that we have received your booking request and acknowledge receipt of your order. This also means that we are processing the request, including security checks to help protect your identity and potential unauthorised use of your card.

Once the booking request has passed our security checks, you will be sent a confirmation email. This might take up to 24 hours, but we aim to do this within four hours. Once you have been sent the confirmation email your booking is confirmed.

Please read the Urgent Confirmation FAQ if you are travelling sooner and need earlier confirmation.

If the booking request fails the security checks, lastminute.com will refund the full purchase amount to the card used. For more information, please see the Payment Refunds FAQ.

 
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I am travelling in the next 24 hours. What if I need faster confirmation that my booking request has been processed and confirmed?

If you have not received a confirmation email and you need faster confirmation due to the time of travel, please email our card security team at confirm24@lastminute.com, including the following information:

1) Your Order Number (quoted at the top of your Order Acknowledgment email) placed in the subject line,
2) a telephone number we can contact you on (preferably not a mobile),
3) your cardholder name and the postal address where your card statement is sent,
4) details of the people traveling on this booking, plus
5) any additional or supporting information (excluding card number) explaining your traveling circumstances.

 
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I have received a rejection e-mail. What does this mean?

This means that our card security system could not verify the details required to best safeguard the card identity used to complete the booking, and as a result we are unable to process the order.

The payment has been refunded in full to the card used. For more information, please see the Payment Refunds FAQ.

Please email confirm24@lastminute.com if you have additional information that might assist with re-booking, including your original order details in the subject line.

 
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I have received a rejection e-mail. Will my payment card be charged?
 To log a comment or complaint please e-mail us via the Contact Us form

If you have received a rejection email, the payment has been refunded in full to the card used. However, due to standard card processing, it may take up to 10 working days for the card merchant or bank to confirm the funds are back in the account.

 
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 Flights

Can I book a flight for someone else if I'm not a passenger?
 Yes, but we may require additional information from the cardholder to ensure that the transaction is authorised. Please check our terms & conditions for more information.

 
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At what age is an air passenger considered an infant/child?
Child: 2 - 11 years for the full travel period.
Infant: 0 - 23 months for the full travel period. Infants are not allocated a seat and must travel on an adult's lap

 
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How far in advance can I book a flight?
You can book flights up to 11 months in advance.

 
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What are "online specials"?
Online special fares are specially negotiated and often exclusive rates with reputable well known schedule airlines.

If your travel times are flexible you can make significant savings on our great value fares. The exact airline and flight times will not be disclosed to you until after you have completed your booking, as requested by the airlines. However if you would prefer to know the airline and flight times you can choose from any of our other flight search options.

 
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What is a "codeshare" flight?
 A codeshare flight is one where an airline sells tickets under its name for a flight operated by a partner airline.

For example a passenger may find, that their Continental Airlines flight to New York is in fact a flight operated by Virgin Atlantic i.e. that you are flying on a direct flight with Virgin airplane.

 
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What is a "direct" flight?
 A direct flight is normally defined either as one which operates without a change of aircraft between two points.

Note that it is not necessarily non-stop, e.g. British Airways operates direct to Sydney with flights which go via Bangkok. Passengers may have to get off the plane for it to be cleaned and refuelled, and this may involve clearing immigration in the country concerned.

 
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When will I receive my tickets?
 Which delivery option did you select? Please check below for a full explanation of the delivery options we offer, and when you should expect to receive your tickets. We cannot change your method of delivery once it has been requested.

 
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What is an electronic ticket (or e-ticket)?
 Electronic tickets are stored in the airline's computer rather than printed on paper. The service is similar to the traditional paper ticket process, but eliminates the time and hassle associated with purchasing or exchanging a paper ticket.

Because your electronic ticket is held in the airline's computer, it is impossible to forget it or lose it. More importantly, your electronic ticket cannot be stolen, saving you the cost of a replacement ticket. You do not have to wait for your ticket to be delivered to you. You collect your boarding pass when you check in. Remember to take personal identification with you (see below).

 
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Why have I received a paper ticket rather than an e-ticket?
There could be a number of reasons why an e-ticket has not been issued:

  • Not all airlines have the facility to offer e-tickets.
  • Some airlines have restrictions on the number of flights for which they can offer e-tickets, or do not allow them to be issued for all passenger types (e.g. infants).
  • Some airlines are not able to offer e-tickets on all flights due to their own system capabilities.
  • If the itinerary includes more than one airline.
  • On occasions the airline reservation system may be down or unable to issue an electronic ticket. When this occurs, a paper ticket is issued to protect your quoted fare.

Please note - a paper ticket cannot be converted to an electronic ticket once issued.

 
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What are the delivery options?

  • Electronic ticket - free. You will always be offered the option to have an e-ticket if it is available for your chosen flight. Please note some airlines insist on electronic ticket if this option is available.

    How do I get my electronic ticket?
    When you arrive at the airline check in desk you will be required to present the following in order to get your boarding pass:

    • an official form of identification i.e. driving license or passport
    • a printout of your confirmation page or confirmation email to show to the airline
    • the credit/debit card you paid with (This only applies if you are flying with one of the following airlines: SAS, Air France)
     
  • DHL UK £5.00 (Residents outside UK £30.00). Guaranteed delivery within 3 working days. A signatory must be at the present address, at the time of delivery. If you are not present at the first attempted delivery, DHL will make two further attempts. If they cannot deliver after this a card will be left, or you will be contacted by DHL. Please ensure a daytime phone number is given with your booking to ensure that your tickets reach you with as little delay as possible. DHL will not deliver to PO BOX addresses.
    •  
  • Collecting tickets at the airport - Tickets on Departure (TOD).
    Please note that if you opt to collect your tickets at the airport, you should allow an extra 30 minutes to do so.
    • London Heathrow/London Gatwick airports - £5
    • All other UK airports - £20
    • All other airports - £20

    This option is most often used if you have selected a last minute flight, and the airline does not offer electronic ticketing.

    Non charter flights: if you have chosen to collect your ticket(s) at the airport, they will be available as follows:

    (Please Note: Should you have tickets for collection outside the opening hours below, the desk will be open 2 hours prior to departure for short haul flights and 3 hours prior to departure for longhaul.)

    London Heathrow:
    • Sky Diamond desk Opening Hours: 5am until 22.30 Daily
    • Terminal 1 and 2 Departures: Please collect your tickets from the Sky Diamond desk situated in the arrivals area of Terminal 2.
    • Terminal 3 Departures: Please collect your tickets desks from the Sky Diamond Desk in Zone F.
    • Terminal 4 Departures: Please collect your tickets from the Sky Diamond Desk on the lower ground arrivals hall, next to the airport information desk.

    London Gatwick

    • Aero Connect desk Opening Hours: 8am until 20.00 Daily
    • South Terminal Departures: Please collect your tickets from the Aero Connect Desk in Zone L.
    • North Terminal Departures: Please collect your tickets from the Aero Connect Desk in Zone B.

    All other Airports

    • Please collect your tickets from the ticket desk of the airline you are flying with.
 
[Back to FAQs]

When should I check in?
 Please note that it is always best to check with the airline for accurate check in times. We recommend that you check in at least 2 hours prior to departure for a short hall flight and at least 3 hours for a long haul flight. Please allow extra time if you are collecting any tickets e.g. TOD (Ticket on Departure).

 
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Which terminal am I flying from?
 Please check your confirmation email for full details.

 
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Which airline am I flying with?
 Please check your confirmation email for full details.

 
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How do I reconfirm my flight?
 We strongly recommend that you reconfirm your flights before departing. Please contact the airline directly, 72 hours prior to departure.

 
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What is my baggage allowance?
 Baggage allowances can vary depending on the airline you are flying with. Each airline details their luggage policies on their websites. The Department of Transport announced on the 2nd November 2006 that due to the heightened security at all UK airports, there are still restrictions in place regarding hand baggage. To ease your journey we recommend that passengers only carry items of value or that they require during the flight in their hand baggage. All other items should be placed in the hold baggage.

Hand Baggage Restrictions

Passengers are allowed to carry one item of hand baggage through airport security. The baggage must be no larger than:

  • 56 centimeters (22 inches) tall
  • 45 centimeters (17.7 inches) wide
  • 25 centimeters (10 inches) deep

Smaller bag sizes may apply depending on the airline you are travelling with or departure airport. Other bags, for example handbags, may be carried within the single item of hand baggage, all items carried through security will be screened by x-rays. Laptops and large electrical items must be removed from the hand baggage to be screened separately.

Other Information BAA Regulations from 1st August 2006

BAA Regulations from 1st August 2006
Travelling with Liquids from 2nd November 2006
Oversized baggage
New British Airways Regulations from 13th February
2007 BMI BABY Checked Baggage Costs
 
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What do I need to bring to the airport?
 Your flight tickets and photo ID / your passport. A valid passport will also be required for all international flights. Please ensure you have any necessary visas you may need to travel. Please also bring a copy of your confirmation email and any flight tickets received by post.

 
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How do I transfer my ticket into another name?
 It is not possible to change the name of the passenger on an airline ticket. The ticket will have to be cancelled and a new ticket will need to be issued. Cancellation penalties will apply (see below).

Please review your information carefully and make sure that the name of each passenger is entered correctly before booking any flight.

 
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Can I use just the return portion of my ticket?
 You are required to use all flight coupons in order of sequence. If you do not travel on the outbound flight and this requirement is not met the airline may cancel the ticket and any subsequent flights booked.

 
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My name is spelt incorrectly on my ticket.
It is not possible to change the name of the passenger on an airline ticket. The ticket will have to be cancelled and a new ticket will need to be issued. Cancellation penalties will apply (see below).

When booking, please review your information carefully and make sure that the name of each passenger is entered correctly. If there is a minor error after you have placed a booking, please use the contact us form to alert us of the correct spelling. We will need to contact the airline to request a name change and we cannot guarantee that they will be able to make the change.

 
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Can I receive a refund of taxes on my non-refundable ticket?
 Yes, but all refunds are subject to an administration fee of £45 per person.

 
[Back to FAQs]
 Hotels

Does the price include any meals?
 If there are any meals included in the price, this will be made clear in the 'More Info' text of the offer on the site.

 
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Is the price per person, or per room?
 Unless otherwise stated, the price that you see is the price per room and not per person.

 
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I can't find the dates I want...
The website only displays the dates that are available to be booked as we only have allocations for certain days with each hotel, we can request the room for you for a different date, but different prices may apply.

 
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Who debits my card?
 When you make a booking with us, we will request a credit card number to secure the hotel reservation. We pass this information onto the hotel, which will use the credit card to hold the room. The bill must be settled on your departure from the hotel directly. We may sometimes debit your card on behalf of the hotel at the time of booking. If this happens, it will say that "your credit card has been debited by lastminute.com" on your confirmation email. If you do not arrive at the hotel, they have the right to charge you for at least one night's accommodation.

 
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What cards are accepted?
 Please note that the only credit cards accepted at the hotel are those listed on the product information page under "accepted credit cards". These may well differ from those accepted by our site.

 
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How can I make a booking with children?
Child policies (prices & beds) vary and are specific to each hotel, if a hotel has supplied us with their child policy you will find details in the Hotel information section. While many are able to organise extra beds and/or cots in your room, please be aware that we cannot guarantee any requests you make will be honoured by the hotel . Please contact the hotel prior to arrival to see what is possible, you will find the Hotel's telephone number on your confirmation email.

 
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Can I extend my stay once I'm there?
You may be able to extend your stay if you wish. However, this must be done in consulation with both the hotel and us, as we have negotiated special rates with each hotel. You may not receive the same room rates for an extended stay.

 
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What if I need to organise a room upgrade or other change?
 If you wish to make any change or amendment to your hotel booking, for example if you wish to alter your stay dates or upgrade your room type, please contact our customer services though through our contact us form. Please note, whilst we will do all we can to accommodate your request we cannot guarantee they will be confirmed. Please also be aware there is a possibility that a change may incur an extra charge applied by the hotel itself, we will notify you of any such charge.

 
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Do I need a hotel voucher to check in?
 Please print a copy of your confirmation email to present at check-in as proof of your reservation.

 
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Where is the hotel situated?
 The full address and contact numbers of the hotel will be listed on your confirmation email which will be sent simultaneously at the conclusion of your booking. Full details and a link showing the hotel location on a map are also available on every hotel listing on the site.

 
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What ID do I need to check-in?
 You will just need to give the name that you made the booking under, with a copy of your confirmation email.

 
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What if the hotel doesn't have my booking?
 We send your booking to our hotel supplier with a few minutes of you making the booking by email or fax and also in our online system which the hotel uses. Please note that it may take up to 48 hours for it to appear in the hotel's reservation system - this can be perfectly normal. However, in the unlikely event of you arriving at your hotel to find there is no booking, please ask the hotel to contact our Administration Department and we will resend the booking to the hotel.

 
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Can I have a VAT receipt for my hotel?
 Unfortunately we are unable to provide a VAT receipt for hotel bookings. The confirmation email received at the time of your booking should indicate if the hotel will be able to provide you a VAT receipt covering the duration of your stay. If you have any questions regarding VAT receipts please Contact us.

 
[Back to FAQs]
 Concerts and Theatre

Can I amend my booking?
 Yes, details can be changed on booking, however what can be changed does vary depending on what has been booked. If you wish to amend a booking / order or wish to enquire if a specific change can be made, then please fill in the Contact us form and submit your change or enquiry. We will then be able to check the booking details and get back to you as soon as possible to advise if the amendment is possible and if it will incur a refund or additional charge, typical amendment fees are at least 20-45 pounds in addition to the charge levied by the supplier, all fees will be advise prior to any amendment occurring.

 
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Can I cancel my Theatre/Concert booking?
 Unfortunately we are not able to cancel, transfer or refund theatre tickets. This is a strict policy imposed by the theatres and lastminute.com.

 
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Where are my tickets?
 The majority of theatre tickets will be available for collection at the box office and if possible we highly recommend that you turn up to the theatre at least 90 minutes before the performance to collect them. You should be aware that if do not allow time to collect your tickets then you will probably have to queue.

 
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What are the best available seats?
 We try to give as much information as possible at the time of booking, however at present we are not able to confirm seat numbers. We are currently working towards an online solution to be released in the near future that will offer this facility.

We can advise that the venue will endeavour to ensure that bookings for more that one seat, are seated together, however, on rare occasion when this is not possible, they will advise us of the situation and we will attempt to contact you to advise of this.

If you wish to contact the venue regarding the seat numbers, please see your confirmation e-mail, where the address and telephone are located.

 
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What do I need to bring with me to collect my theatre tickets at the box office?
 If you are required to collect your theatre tickets at the box office you will need to bring the confirmation e-mail and the credit card that the tickets were purchased with.

 
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Can you confirm seat numbers?
 We try to give as much information as possible at the time of booking, however at present we are not able to confirm seat numbers. We are currently working towards an online solution to be released in the near future that will offer this facility. We can advise that the venue will endeavour to ensure that bookings for more that one seat, are seated together, however, on rare occasion when this is not possible, they will advise us of the situation and we will attempt to contact you to advise of this. If you wish to contact the venue regarding the seat numbers, please see your confirmation e-mail, where the address and telephone are located.

 
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Can somebody else collect the theatre tickets?
 If the tickets are to be collected by someone else you will need to give them a photocopy of the credit card used to make the booking and a letter of authorisation. This must contain your signature and details that you are giving permission for them to pick up the tickets on your behalf. They must present this at the box office in order to collect the tickets. Please note some theatres do not accept letters of authorisation. If this is the case it will be noted in the product description on the website. Please Contact Us if you wish to arrange to have your tickets collected by someone else.

 
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When will I receive my Concert tickets?
 Tickets are dispatched as close to the event date as possible for security reasons.

Tickets will usually arrive 10 days prior to the event, if not earlier.

If ticketing dispatch is delayed we will advise according below.

If you have not received your tickets please wait until five days before the date of the show you are attending before contacting us (this can be done via e-mail using the Contact Us form).

If you have made your booking less than five days before the event, your tickets will be available for collection on the night of event at the box office unless you are informed otherwise.

 
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What happens once I place my Theatre order?
 Once an order is placed you will receive a confirmation e-mail with full details of your booking. Please ensure that you print this e-mail and take it along to the box office as proof of purchase. At the same time a further e-mail is sent to the venue box office, where they will process your tickets to ensure they are waiting for you upon your arrival. If you have not received an e-mail confirmation please contact us.

 
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Why do I need to pay special delivery charges for my admission tickets?
 The majority of admission tickets and a number of reserved seat tickets cannot be replaced in the event of being lost or stolen. Tickets are sent by special delivery to ensure that they are sent to the correct address and signed for and delivered within 24 hours of dispatch. This also gives us the ability to track the progress of the tickets.

 
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What are the charges for postage?

  • Special Delivery is £4.95
  • First Class is £1.25
  • First Class Recorded Signed For is £1.95
 
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How will I receive my theatre tickets if I have an overseas address?
Unfortunately we are not able to send tickets to addresses outside of the UK. Any tickets purchased from a non UK address will be automatically marked to collect at the box office on the night of event. You will need to bring the confirmation e-mail and the credit card that the tickets were purchased with.

 
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Why is there a maximum ticket limit for certain theatre events?
This is a measure put in place by the promoter & the venues in order to ensure the fair & equal distribution of tickets.

 
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If I buy a product which is time specific can I enter before or after these times?
 Certain products sold on our website do have time restrictions, when booking one of these products, if there are a range of times available you will have the option of selecting the time you wish to go before completing. Products, like Les Miserables, require all customers to arrive shortly before the specified time to allow you to get to your seat. Tickets will be held for collection at the venue's box office from one hour before the start of the performance. For more information about specific products please check the product description on your confirmation email or on the website.

 
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What happens if the advertised performers are not available for the performance?
 Occasionally a member of the cast may not be available for certain performances without prior notice. Unfortunately the use of alternative actors does not provide a valid reason for requesting a refund.

 
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What is the address of the theatre?
 The address of the venue will be in the 'More Info' section of each description on the website and will include directions of how to get there.

 
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