We use cookies to allow us and selected partners to improve your experience and our advertising. By continuing to browse you consent to our use of cookies. You can understand more and change your cookies preferences here.

Coronavirus Read our latest advice
Reviews based on facts
Our rigorous tests find the facts, and our impartial reviews tell you the truth about how products perform. First month £5, then £9.99 per month, cancel anytime.
Try Which?

When you click on a retailer link on our site, we may earn affiliate commission to help fund our not-for-profit mission.Find out more.

22 October 2020

Lastminute.com

Package holiday company 68% City break provider 68%
Which? Team

Who is Lastminute.com?

Founded in 1988 at the peak of the dot-com boom, Lastminute.com is a mix-and-match online travel agent offering holidays, flights and hotels in destinations all over Europe, as well as in holiday hotspots further afield, such as Florida, Mexico, Thailand and the Caribbean. With more than 500,000 hotels to choose from, and thousands of flights, this travel company promotes ‘cheap holiday package deals’ and ‘fuss-free booking’.

Which? verdict

It sits at the bottom of our results tables for both package holiday companies and city break providers, so booking with Lastminute.com should only be a last resort.

Lastminute.com customer ratings

WRP Avg price per day: short haul/long haul Accommodation Customer service Description matching reality Holiday rep Organisation of holiday Value for money Customer score
PACKAGE HOLIDAY PROVIDER


£75/ -
68%
CITY BREAK PROVIDER




-
68%

If you want to see how Lastminute.com measures up to its rivals, read about the best and worst travel companies on our package holiday and city break provider pages.

What’s Lastminute.com like?

Lastminute.com is an online travel agent that allows you to tailor your holiday to your exact budget and schedule, thanks to its array of flight and hotel options that you select over the phone or online. You can even filter available flights down to ‘best’, ‘cheapest’ and ‘fastest’ for simplicity. It sounds ideal, but the reality is a different story – this online travel agent was the worst rated in two of our travel surveys. 

In our survey of package holiday companies, customers rated Lastminute.com a mediocre three stars out of five for its accommodation. Holidays didn’t live up to expectations either, with the brochure description not matching the reality, and was also rated only three stars. 

Those ‘low prices’, averaging at £75 a day for a short-haul package, weren’t even the cheapest when we compared costs with its competitors. Customers were obviously disappointed too, and rated Lastminute.com an average three stars out of five for value for money.

Still, the company didn’t fail all-round. People liked how ‘quick’ and ‘thorough’ staff seemed when helping customers over the phone. The DIY element was also a big hit with online bookers, giving them greater choice and flexibility compared with typical tour operators. One customer said: ‘It was so straightforward to book and everything was there for us to see for ourselves.’ 

Did Lastminute.com refund customers during the coronavirus crisis?

Lastminute.com gave customers the runaround when holidays were cancelled during the pandemic. Many people were unable to get in touch with the company, and customers looking for a refund were often ignored or charged a £25 admin fee, with no guarantee of getting their money back. 

Should I book with Lastminute.com?

Based on its approach to coronavirus cancellation refunds alone, this company is to be avoided. OK, you may find a cheap holiday, but whether it will live up to your expectations and be good value for money is another question altogether.