Frequently asked questions

Frequently asked questions

 

Frequently asked questions

Useful information

How to make a booking with lastminute.com

Booking on the website

Booking with lastminute.com is both simple and secure.

The more information you give us about your travel plans, the more accurate our search results will be, including our prices.

When you’ve selected a product you like, you can see all the details about that product on our website, including the total price.

This is your opportunity to check all the information is correct and matches your expectations.

You can confirm that you want to purchase the product by clicking the ‘Buy’ button. In order to click the ‘Buy’ button, you need to confirm that you have read and accepted our Booking Terms and Conditions . Your acceptance is given for and on behalf of all the people who are included in your booking.

When you’ve completed your booking, you will receive a confirmation email.

Booking over the phone

You can call our booking number, 0800 083 4000, to book any product over the phone. To allow us to place your order, you need to have a valid email address.

A member of our customer services team will provide you with a price for your chosen product based on the information you provide. You will also need to share all other booking details, including your payment method, with our customer sales representative.

We can then confirm your booking details and you can check that everything is correct, including the total price. It’s important that you check all the information carefully.

Once you’ve confirmed the booking details are correct, we’ll explain the Booking Terms and Conditions  which apply to your booking. You will then be asked to confirm that you want to purchase your chosen product, and the customer sales representative will process the order using your chosen payment method.

You can only book a product once you have confirmed that you have read and accepted our Booking Terms and Conditions . Your acceptance is given for and on behalf of all the people who are included in your booking.

When you’ve completed your booking, you will receive a confirmation email.

Remember that you can ask the customer sales representative any questions about your booking at any point.

Payment

We accept the payment methods indicated to you at the time of booking.

If you make a booking on our website, the total price will be debited from your card after you click the “Buy” button.

If you make a booking over the phone, the total price will be debited from your card when you confirm to the customer sales representative that you wish to make the booking.

We take steps to protect our customers against fraud. If you receive an acknowledgement that your booking has either: (i) been flagged for fraud; or (ii) failed following a fraud screening, your booking has not been confirmed and your payment has not been processed. We may contact you to ask you to confirm the details of your booking, but it is your responsibility to contact us to resolve the issue, otherwise your booking may not have been processed.

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Financial Protection (ATOL / ABTA)

Many of the holidays and travel services booked with lastminute.com in the UK are financially protected by the ATOL or ABTA schemes, which could provide you with financial protection should we go out of business. But ATOL/ABTA protection does not apply to all holiday and travel services on lastminute.com.

Please ask us to confirm what protection may apply to your booking.

ATOL

What is the ATOL scheme?

The ATOL scheme is a UK scheme operated by the Civil Aviation Authority (CAA) which provides financial protection when you book certain flight-based holiday products should the travel company with whom you booked go out of business.

Is my booking ATOL protected?

BravoNext SA (part of lastminute.com group) is registered under the ATOL number 11082 in the UK.

You will be protected under the ATOL scheme when you book a flight and accommodation as part of the same booking via our City Break/Flight + Hotel booking path (see our City Break/Flight + Hotel Booking Terms and Conditions). You will also be protected under the ATOL scheme when you make a Flight booking (for a flight into, or out of, the UK) and then make a separate Hotel booking (either on the same day, the previous day, or the next day). Please see our Flight Booking Terms and Conditions) for further information.

When you make an ATOL protected booking with us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. If you do not receive an ATOL Certificate then your booking will not be ATOL protected. It you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected.

Please see our Booking Terms and Conditions for information or for more information about financial protection and the ATOL Certificate, go to atol.org.uk/ATOLcertificate  or packpieceofmind.co.uk.

If you have booked a package via the Holiday booking path on/before 30th of June 2016, see Lowcostholidays S.A.'s terms and conditions, these will apply to your booking. Bookings made on/after 1st of July 2016, please refer to our standard Flight + Hotel Booking Terms and Conditions, these will apply to your booking.

ABTA

What is the ABTA scheme?

Where the ATOL scheme of financial protection covers flight-based holidays, if you buy a land or sea-based holiday such as coach, rail or cruise holiday from an ABTA member you may be financially protected by the ABTA scheme managed by the Travel Association if the travel company with whom you booked is Bravonext, S.A. which is an ABTA member.

Bravonext, S.A. is a member of ABTA (no. Y6407) which means you have the benefit of ABTA’s assistance and Code of Conduct. Check our ABTA membership for details of ABTA benefits. We use ABTA's approved alternative dispute resolution (ADR) scheme to resolve complaints. If we can´t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure.

Is my booking ABTA protected?

You will be protected under the ABTA scheme when you book a Eurostar ticket and accommodation as part of the same booking via our City Break/Flight + Hotel booking path (see our City Break/Flight + Hotel Booking Terms and Conditions). If you buy other travel arrangements such as accommodation only this protection doesn´t apply.

If you have booked a package via the Holiday booking path on/before 30th of June 2016, see Lowcostholidays S.A.'s terms and conditions, these will apply to your booking. Bookings made on/after 1st of July 2016, please refer to our standard Flight + Hotel Booking Terms and Conditions, these will apply to your booking.

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Travelling abroad – passport, visa and other requirements or restrictions

It is your responsibility to ensure that you meet the passport, visa and health requirements of the countries you are travelling to (including countries travelled through for stop over purposes only).

We will not be liable if you or any person on your booking is denied boarding, deported or charged a fine due to non-compliance with the airline/Eurostar’s or other governmental rules and regulations.

Validity of passport

We recommend that you visit the UK Passport Agency’s website  (if you do not hold a UK passport, please refer to the relevant government agency website). We also recommend that you visit the embassy website of all destination countries that you will visit (including countries travelled through for stop over purposes).

Many countries have rules about the validity of passports (for instance, that your passport should be valid for a minimum period of six months from the date you arrive into that country). Many countries also have rules regarding a child’s documentation (for instance that the name on the child’s passport must match exactly the name on the child’s travel documentation). 

Visa regulations

The relevant embassy of the country which you are visiting (including the embassies of countries which you will travel through for stop over purposes) can provide you with information about visa requirements. Visa regulations can change and you should therefore check with all relevant embassies well in advance of travel, even if you have travelled to a destination before.

Travel health

Hygiene, disease and safety risks vary worldwide, and each country has its own requirements regarding vaccinations which can also vary depending on the person’s nationality. You should take health advice about your specific needs as early as possible prior to your departure. The Department of Health, your GP or a specialist travel clinic, as well as the Foreign & Commonwealth Office , can provide you with health advice about your destination.

Foreign Office advice

We also recommend that you check the travel advice issued by the Foreign & Commonwealth Office.

Travel while pregnant, or with children

Some airlines refuse to carry women who will be a certain number of weeks’ pregnant on the date of return travel. Likewise Eurostar and some airlines have specific rules about travel with infants and children. Please check with the relevant airline or Eurostar (as applicable) prior to travel if you are pregnant or are travelling with children.

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Customers with disabilities

If you or any member of your party have any disabilities, it is extremely important that we make the necessary arrangements to make your flight or holiday go smoothly. We must therefore insist that you contact us before completing any reservation to ensure compatibility for the flight or holiday that you choose.

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Hotels

1. How do I make a booking?

Select the destination, departure and arrival dates, the number and type of rooms, the category and any desired services. The search engine will provide you with the accommodation most suited to your search criteria.

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2. Do I have to include infants in the booking?

Yes. To search for bookings you will need to mention the number of adults (aged 12 years and over), children (aged between 2 and 11 years) and babies (aged 2 years and under).

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3. Can I request a cot in my hotel room and will there be extra costs?

Depending on the room type you may be able to request a cot in the room, there may be an additional charge. You can request it by contacting our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week) and one of our agents will forward your request to the hotel. Special requests cannot be guaranteed and my not be confirmed until you arrive to the property.

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4. What methods of payment can I use on the website

  • Credit card or debit card: your credit card or debit card will be charged the total amount of the reservation immediately.
  • PayPal: our system will redirect you to the PayPal website where you can make the payment.

5. I received an error message while making a booking, what does this mean?

In most cases this is due to the expiration of the browsing session. If you have completed the booking, please wait at least 30 minutes and check your inbox to see if you have received a confirmation email. If you have not received the confirmation email, please contact our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week) and one of our agents can check if your reservation has been confirmed. If you were not able to enter the necessary payment data, you need to close and reopen your browser, in order to try to purchase it again. If you prefer, you can contact our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week) and one of our agents will help you make the reservation.

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6. What should I do if I don’t receive a confirmation email?

If you have not received the confirmation of your reservation within 48 hours of making the request, please contact our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week). One of our agents will verify the status of your reservation and send you, where applicable, confirmation of the purchase.

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7. Why have you blocked funds on my credit card when I don’t have a confirmed booking? 

We work with a range of suppliers and a number of different live booking systems, and we’re selling hotel rooms and flights all the time. Availability can therefore change at any moment, so it’s possible that one of the products in your e-basket sold out while your card was going through the approval process.

If the booking can’t be confirmed, we cancel the transaction. This procedure may take 10-15 working days depending on bank clearing times.

Please contact your bank if you require any further information on the clearing times.

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8. Can I amend my hotel booking?

If you want to make any amendments to your hotel booking, for example if you want to alter your dates or upgrade your room type, please contact our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week) and include your booking reference number. This will ensure that we have all the information we need to process your request.

We'll do all we can to meet your request but we can't guarantee it will be confirmed. Please be aware too that a change may incur an additional charge by the hotel - if this is the case we will notify you. 

*Please note that lastminute.com Top Secret hotel reservations cannot be changed and are fully non-refundable*

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9. Can I cancel my hotel booking?

Some hotels impose non-refundable fees in line with their own policies that lastminute.com is required to pass on to you. 

Please note that some room types are non-refundable from the time they are booked. Additionally, hotels will generally charge a higher fee if cancellation occurs within 24 to 48 hours of the scheduled arrival. 

Rules vary according to hotel and room type so it's important to check the rules associated with your booking. The specific rules for the hotel you are booking will be displayed on the website when you complete your booking. Once you have made your booking they will be detailed on your confirmation email.

If you need to cancel your reservation please contact our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week).

*Please note that lastminute.com Top Secret hotel reservations cannot be changed and are non-refundable*

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10. Do you offer group rates for hotels?

We currently do not have special rates for groups of people.

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11. What documents do I need to check into a hotel?

Please print a copy of your confirmation e-mail to present at check-in as proof of your reservation. You may also need to provide photo ID and the card used at the time of booking.

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12. What time can I check-in to my room?

Usually check-in is from 2PM, although this does vary by hotel. 

You may be able to arrange for an earlier/later than the stated check-in time with most hotels but you should always confirm with the hotel as this can't be guaranteed. 

Some hotels may charge extra for an early/late or out of hours’ check-in so be sure to check with the hotel direct.

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13. What happens if the hotel doesn’t have a record of my booking?

Please contact our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week) in order to check the status of your booking request.

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14. What should I do if I want to leave the hotel earlier than planned and how do I obtain a refund for the unused nights?

You will need to request a document from the hotel showing the date and time of departure and the amount the hotel intends to bill you for your stay. Please contact our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week) in order to request a refund.

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Flights

1. How do I make a flight booking?

Making a flight booking request on our website is easy. You need to select the departure airport, destination and the number of passengers. Choose the flight price and times that best meet your needs, fill in the payment fields and submit your request.

Once the booking request is completed we will send you a booking ID and, if we can confirm your reservation immediately, the airline reference number.

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2. How do I know if my flight booking is confirmed?

Bookings are usually confirmed immediately but occasionally there can be a delay. This can be due to the requested rate no longer being available, verification problems with the airline or requests for special assistance.

If you do not receive your confirmation email within 24 hours of making a booking request, or an email informing you that we have been unable to confirm your booking, please contact our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week) who will check the status of your booking.

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3. How much baggage can I check in for my flight?

Baggage allowances and policies can vary depending on the airline you are flying with. Your confirmation email includes the baggage allowance and policies for the fare you have booked.

If you need more information on baggage allowances and policies, please click here or contact our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week).

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4. What is the check in policy for my flight?

Check in policies can vary depending on the airline you are flying with. Your confirmation email includes the check in policy for the airline you have booked.

We recommend you check in online as some airline impose a fee for checking in at the airport and issuing boarding passes.

 If you need more information on baggage allowances and policies, please click here or contact our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week).

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5. Can I cancel or change my flight booking?

When you purchase a flight please remember that, in addition to our terms and conditions, your booking will be subject to the terms and conditions of the airline you are booked with. 

Please note that some fares are non-refundable and non-changeable once they're booked. Rules and penalties vary by airline, so it's important to check the rules associated with your booking. 

Please click here or call our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week) to request a cancellation or change quotation.

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6. The airline changed my flight. What should I do?

If the airline has changed the time of your flight or any other detail, we will notify you by phone, email or SMS in order to provide you with all the information related to the change.

If you accept the changes to your flight and the change was communicated to you via email, all you have to do is follow the instructions contained in the notification. If you do not agree to the changes, you can contact our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week).

When you make your booking, it is very important that you include a telephone number and valid email address so that we are able to notify you of any changes to your flight.

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7. Why have you blocked funds on my credit card when I don’t have a confirmed booking?

We work with a range of suppliers and a number of different live booking systems, and we’re selling hotel rooms and flights all the time. Availability can therefore change at any moment, so it’s possible that one of the products in your e-basket sold out while your card was going through the approval process.

If the booking can’t be confirmed, we cancel the transaction. This procedure may take 10-15 working days depending on bank clearing times.

Please contact your bank if you require any further information on the clearing times.


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8. I want to buy additional services for my flight. How can I do it?

You can purchase additional services such as extra luggage or priority boarding by selecting them during the booking process.

If you want to purchase additional services after confirming your booking you can call our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week).

Charges may apply for additional services.

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9. What are the restrictions for unaccompanied minors?

Bookings for passengers under the age of 18 who are not travelling with an adult must be made through our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week).

The regulations regarding unaccompanied minors vary depending on the airline.

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10. How can I make a booking for a person who requires special assistance?

Requests for special assistance can be added to the special assistance box during the booking process. 

If you need to add special assistance after you have completed your booking request please contact our Customer Care Team on 0800 083 4000 (operating 24 hours a day, 7 days a week)

Policies and services for passengers in need of special assistance vary depending on the airline and the type of assistance required.

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11. Is it possible to book flights operated by more than one airline?

In order to provide our customers with the widest range of solutions, we offer the opportunity to make bookings for combined flights. This option allows you to book an outbound flight and a return flight with different operators, including low cost airlines.

When booking a combination of one way flights please be aware that:

  • If one of your flights is changed or cancelled by the airline, the other flight is not changed or cancelled as well, the rules and restrictions for that flight still apply.
  • If you need to cancel your entire trip, you need to cancel both tickets individually. The rules and restrictions for cancellations may be different per airline.
  • Each airline will have a different baggage policy.

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Flight + hotel

1. How do I book a flight + hotel?

By accessing the Holidays tab in the header of the homepage. By accessing this tab, you can choose one of the offers listed or use the function to search the offers by selecting one of the recommended destinations. In the latter case, in addition to the destination you will need to select the departure and return dates, the city of departure, number of travellers and the amount of rooms required. On the next page you will see all the offers available and you can choose the flight and hotel most suited for your needs using the filters: airport, category, price, options and / or services. Then continue on with the booking procedure, you will be asked to enter the details of the occupants of the rooms chosen and contact details for any notifications about the reservation; you can also buy a variety of additional services. Finally, by selecting the payment method you want to use you can book your trip. Within the next 48 hours you will receive an email sent to the email address you provided, including the confirmation of your booking.

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2. Can I defer payment of my reservation?

The deferred payment option is available in different cases and is offered during the purchase process before the confirmation of payment. For this type of payment a maximum of two instalments are allowed.

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3. Can I make my reservation with different cards?

Yes. In this case, you will need to contact our Customer Care Team on 0800 083 4000  and one of our agents will manage the payment operation using the different cards you specify.

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4. What should I do if I do not receive confirmation of the booking?

If you do not receive confirmation of your reservation within 48 hours of the request, please check your junk mail box or spam. If the confirmation email is not contained in one of these boxes, then please contact our Customer Care Team on 0800 083 4000  and one of our agents will verify the status of your reservation and send you, where applicable, confirmation of the purchase.

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5. Can I cancel a confirmed reservation?

Once a reservation has been processed and confirmed, in case of cancellation you will be charged administrative costs and an amount of €20 Euro for handling the cancellation, in addition to the penalties stipulated in the contract.

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6. Can I change my reservation?

To do this you will need to contact our Customer Care Team at the number provided in the confirmation email and one of our agents will verify if it is possible to change your reservation. The response time is approximately 48  hours. If it is possible to make the required changes, we would like to inform you that our agency will charge handling fees (equivalent to €20 Euro), in addition to the costs required by the supplier.

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7. Can I take out an insurance policy for the trip?

We recommend taking out an insurance policy so you can leave without any worries. During the booking process you will be offered a package of exclusive services which also includes insurance that guarantees: (i) a refund of the ticket if you can no longer leave for the reasons stated in the policy; (ii) medical assistance in case of illness or need for medical care during the trip; (iii) luggage protection in case of theft, loss, damage or delay in delivery.

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8. Where can I find special rates for groups of people?

We currently do not have special rates for groups of people.

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9. Can I request a destination not shown on the website?

Yes. You can request it by contacting our Customer Care Team at 0800 083 4000  and one of our agents will inform you of the availability and pricing of the required services.

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Theatre

1. Where are my theatre tickets?

The majority of tickets will be available for collection at the box office. We recommend that you arrive at the theatre at least 90 minutes before the performance to avoid having to queue. 

For some shows, such as Cirque du Soleil - Amaluna, you will receive an e-ticket pdf file within 48hours from completing the purchase and no later than 4 hours before the event. 

In this case in both Additional Information and Delivery Section on your confirmation email it will be specified that your tickets are Print at Home e-tickets. 

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2. Why is there a limit on the number of theatre tickets I can purchase?

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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3. Is this theatre wheelchair-accessible?

Please click on http://www.officiallondontheatre.co.uk/access/venue/ or contact us to obtain this information.  Alternatively you may like to call the theatre direct to discuss your needs with them.  

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4. 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 on how to get there.

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5. What happens once I place my 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 an e-mail is sent to the venue box office, where they will process your tickets to ensure they are waiting for you when you get there.

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6. Can I select my seats?

Please note that once you've made your booking the theatre takes over the seating aspect so we will be unable to tell you your seat numbers. They may not allocate your seats on the day you booked but please be assured that when they do they will be choosing seats from the very best available within our allocation. 

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7. Where can I find information on the concert I have booked?

Once concert events are sold out they are automatically removed from the website. 

However if you are looking for the information relating to an event you have booked please refer to your confirmation e-mail, where you will find all of the relevant information. 

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8. What happens if there is a change of advertised performers for my theatre booking?

Occasionally a member of the cast may not be available for a performance without prior notice. We do not offer refunds in situations where an alternative actor performs a role.

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9. Can I cancel or amend my theatre booking?

We are not able to cancel, transfer or refund theatre tickets. This is a policy imposed by the theatres and lastminute.com.

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10. What are best available seats?

We work very closely with theatres to give you the "Best Available" seats. The box office allocate seats in the theatre (Stalls, Upper Circle, etc.) depending on availability, giving them greater flexibility and allowing us to get the very best deals on ticket prices.

If you have booked seats in the same price band you will be seated together, or at the very least in front of or behind each other. In the very unlikely event that this isn't possible the theatre will let us know and we will give you the option of cancelling your booking with a full refund. If you have booked in different price bands you will not be seated together.

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