/ Travel & Leisure

Have you had problems with tickets from Lastminute.com?

Unhappy customers of Lastminute.com are to get vouchers after posting complaints about the company on Which? Convo. Their comments were among many prompted by a previous Convo about the company.

Lastminute.com agreed to give the vouchers as a ‘goodwill gesture’ after Which? took the complaints directly to it.

Tickets were for the wrong night

Gabriella Norton and Cryss Mennaceur missed seeing the musical Cats in January because of confusion over booking dates. They thought they’d booked for 7 January, but when they went to get the tickets from the box office, they were told their tickets were for the night before.

Lastminute.com denied there had been problems with its booking system, but agreed there was potential for customers to be confused, as when they logged in to their online accounts their orders were described as ‘best availability from 7 January’.

What does top price mean?

Another customer contacted us after reading the Convo to say they had booked ‘top-price’ tickets online for The Lion King but was unhappy to find that he and his family were sat right at the back.

Len Gowing told us he had been assured over the phone that his tickets would be in a row between F and P, but on the evening they were sat in row Z.

Lastminute.com told us Mr Gowing’s tickets were ‘top-price’ seats for that performance, and stalls F-P would have been ‘premium seats’. But it accepted that in this case it may not have been clear. It initially refused any sort of refund, but after we got involved it offered vouchers as a goodwill gesture.

The company said it takes customer satisfaction very seriously and always aims to resolve customer issues promptly. It apologised to customers ‘who feel they have not received the service they deserve and expect’.

Have you had a problem when booking theatre tickets with Lastminute.com or other companies? Have you bought tickets that you felt were confusingly described?


Good to see Which? getting successfully involved in customer problems. I have been feeling in past years that Which? was getting a little too distanced and simply suggested people make use of the Which? stock letters.

This challenging by Which? means more people are aware of the Last-minute “problems” and we can see our subscriptions being used to effect.

Ian says:
26 April 2015

The trick of advertising back of the auditorium theatre tickets as “top price” tickets has been played on many occasions by Last Minute: they sold me 2 “top price” tickets for “The Lion King” more than a year ago and we were seated at the back of the theatre. Surprised they are still getting away with it!

J Varghese says:
26 April 2015

Recently, I booked a hotel with Lastminute.com on the web. Unfortunately, I did not receive the confirmation email. Therefore after 1 week, I phoned the company to see if they could check to see if I had booked a hotel. I had already booked the flight separately by that time.
The agent checked 2 of my credit cards in the booking system and declared that I had not booked any hotels with Lastminute.
I was forced to book another hotel. After the agent booked another hotel and typed my email address, she found the other booking which was booked with another card.
Lastminute has refunded half the cost of the second booking and I have lost £925 which they have refused to pay back. I’m grateful to “Which” if they can help.

Malcolm Riley says:
27 April 2015

I had a similar problem a couple of years ago with Lastminute.com. I booked a room in london for a specific night but when the booking came through it was for a different date. They refused to accept it was their software that was as fault!!
I haven’t used them since and never will

Carolyn says:
3 September 2015

I had a massive argument with lastminute.com a few weeks ago trying to book front row tickets to the Railway Children. The online transaction failed and I was told to ring the help line. When I did, I was told there was an error – apparently other people had had similar issues. The man on the phone tried to book tickets as well, but his attempt failed. At this point £180 had been “frozen” by my bank but I had no tickets. After a day of complaining the money was released but I never received a satisfactory explanation as to why my transactions failed. I was advised at one point that the tickets had become unavilable whilst in my basket but this was not what the helpline told me. I was told I could book again, but I decided against it.

It was the right decision – I purchased tickets elsewhere and arrived to pick them up for the performance on Sunday 30th August. There was a huge queue of lastminute.com customers who had gone to pick their tickets up but had just found out there had been an error and they didn’t have tickets. I was truly horrified. I hope these people have complained and got their money back. Based on my dealings with them, I shan’t be using them again.

Jean says:
4 November 2015

Hi. We booked four tickets with Last Minute for The Lion King – a Saturday matinee – to take our grandchildren aged 5 and 7. We wanted to be in the stalls particularly, as we had heard there was a lot of interaction with the performers in the aisles on the ground floor and we knew they would love that. I therefore opted for the stalls. When I discovered we couldn’t choose seats, I phoned Lastminute to enquire whereabouts in the stalls the seats would be. The representative said they couldn’t say, but that it would definitely be in the first but he said it would definitely be in the first quarter section of the stalls. I reiterated, it would definitely be within the first section and he confirmed that it would. On those grounds I paid for the tickets and the cost was £466. When we arrived at the theatre with two very excited children, we found we were half way up in the royal circle. The theatre of course could do nothing to change the tickets and when I called lastminute, they said they could understand our dilemma, they were very sorry, but the best thing would be to go to the show and then take it up with Customer Services at lastminute afterwards.

I have had correspondence with Lastminute since then, they have accepted the error and after some time, they are offering a refund of £50 as a gesture of good will. I replied that I thought £100 would be more appropriate, considering the cost of the tickets and the disappointment, but they have refused.

I would very much appreciate some feedback on what we should do. Thanks.


I am currently in communication with lastminute over bungled accommodation booking which has left my husband out of pocket through no fault of his. They are refusing to take responsibility. I will NEVER deal with this company again. Reading the stories on here, I would like to hear from anyone else who has had problems with them?


I have just noticed at the top of this convo that lastminute are offering vouchers to compensate for poor customer service. I don’t want vouchers….I just want what is due to my husband because of their mistake.


I posted details of an utter debacle that I experienced with this firm on TripAdvisor forums. To cut a long story short, they made a comple