Flights help

For up to the minute travel information please visit the foreign office - www.fco.gov.uk or visit the Association of British Travel Agents (ABTA) - www.abta.com

Making a booking

How do I contact lastminute.com directly?
If you need to contact us about an order you have already placed, please log in to the Self Service section of the lastminute.com website. The Self service section allows you to check your order details, and to contact us by following the relevent links.

Please note: you will need your email address used when you made the booking and your password. If you have forgotten your password please Click Here.

If you need to contact us about making a booking you can contact us through the Booking Enquiries form. If you have made a booking over the phone with one of our Sales Executives, or you cannot see your order within the Self Service section please contact us using the General Enquiries Form

How do I know if my booking is confirmed?
Once your booking is confirmed, you will receive a confirmation email with you booking confirmation number.

What happens if I haven't received a confirmation email?
If you have not received your confirmation email within 4 hours of making a booking, please check your deleted items / 'Junk Mail' folder.

You can also resend your confirmation email, and check details of your order using Self Service.

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.

I'm having problems booking my flight online. Can I book it over the phone?
Yes, you can. Please call our sales team on 0871 222 5969.

If I book by telephone will I be charged a booking fee?
Yes, a £10 booking fee will be applied to telephone bookings.

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

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

What are "online specials"?
lastminute.com 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 flights.

What is a Codeshare flight?
A code-share 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 flight to New York is in fact a flight operated by Virgin - i.e. that you are flying on a Virgin airplane.

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.

Getting your tickets

When will I receive my tickets?
Which delivery option did you request? 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.

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 airlines 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).

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 1 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)

What are the delivery options?

Electronic ticket - Standard
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. driver's 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 Delivery (UK Residents only) - £5.00
Your travel documents will be sent by DHL within the next 5 working days (please note DHL do not guarantee next day delivery on weekends and public holidays). A signatory must be present at the 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 effect delivery a card will be left, providing you with the location of your local depot. Please take identification with you for collection.

Please note - it is your responsibility to be available to sign for the tickets or collect from your local DHL depot.

The status of your delivery can be tracked by using Self Service. Here you can obtain your DHL Tracking Number (called an Air Waybill Number) and gain access to DHL's tracking service. You can follow the progress of your order by entering your Air Waybill Number (you do not need to enter the dispatch date).

DHL Non UK (Residents outside UK only) - £59.00
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 (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 & Manchester airports - £20
All other UK airports - £20
All other airports - £30

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

Non charter flight TOD
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 & 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 from the Luxury Sky Diamond Desk, situated on level 2 in the arrivals area of Terminal 3.
Terminal 4 Departures: Please collect your tickets from the Sky Diamond Desk on the lower ground arrivals hall, next to the BA & airport information desks.

London Gatwick TOD Collection:

ACE handling desk Opening Hours: 8am until 20.00 Daily

All Terminal Departures: Please collect your tickets from the ACE handling Desk in Zone L, located in the South Terminal - and then make your way to you departure terminal.

Manchester Airport TOD Collection:

Menzies Aviation desk Opening Hours: 8am until 20.00 Daily

All Departures: Please collect your tickets from Menzies Aviation desk in the departures hall, level 4 of Terminal 1, Zone A7 desk no. 11.

All other Airports TOD Collection:

Please collect your tickets from the ticket desk of the airline you are flying with.

View charter flight TOD info

How do I get a special delivery tracking number for my flight ticket?
The status of your delivery can be tracked by using Self Service. Here you can obtain your DHL Tracking Number (called an Air Waybill Number) and gain access to DHL's tracking service. You can follow the progress of your order by entering your Air Waybill Number (you do not need to enter the dispatch date).

Checking in

What time 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).

Which terminal am I flying from?
The confirmation email sent at the time of your booking contains the terminal information relating to your booking. If you have not received your confirmation email, or would like another copy, you are able to resend it through the Self Service section.

Which airline am I flying with?
The confirmation email sent at the time of your booking contains the airline information relating to your booking. If you have not received your confirmation email, or would like another copy, you are able to resend it through the Self Service section.

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

What is my baggage allowance?

BAA Regulation

From 1st August 2006 BAA Airports will carry the following regulations:
Any passenger with cabin baggage exceeding 56 cm x 45 cm x 25 cm / 22 ins x 18 ins x 10 ins. will not be allowed through the security search area.
Those effected passengers will have their boarding pass stamped REJECTED and advised to go back to check-in to process the baggage. You are advised to keep to these restrictions to avoid any delay to your journey.

Baggage allowances can vary by airline and destination.
Here is a guide to standard allowances. To confirm allowances for your flight booked, please refer to your ticket or contact the airline you are flying with.

Cabin baggage:
You are allowed to carry 1 piece of hand luggage onto the plane. This must be able to fit under the seat in front of you, which means it must not be larger than 23cm x 36cm x 56cm (9in x 14in x 22 in) overall and should also not weigh more than 6kg (13lbs).

The following items CANNOT be carried in your hand baggage:

Toy or replica guns (plastic or metal)
Catapults
Household cutlery
Knives with blades (of any length)
Paper knives
Razor blades
Tradesmen's tools
Darts
Scissors
Knitting needles
Sporting bats
Billiard, snooker, pool cues
Hypodermic syringes
Lighters (this applies when travelling to/from the USA)

If there's a medical reason that passengers need to inject themselves during the flight (e.g diabetics) they are permitted to carry syringes in the cabin. They may be asked to produce medical evidence when they check in or at the security screenings (a doctors letter will suffice). This should be kept with them at all times.

Checked in baggage allowance:

Transatlantic:

2 pieces total weight 64 kg. No single piece can weigh more than 32 kg (70 pounds) or exceed 158cm (62 inches) maximum dimensions

European and Worldwide flights:

Business - A total maximum luggage weight of 30 kg per passenger.
Economy - A total maximum luggage weight of 20kg per passenger.
Infants not occupying seats - 1 piece at 10 kg and one fully collapsible stroller.

Single pieces of baggage:

Please note, it is not possible to accept any single piece of baggage weighing more than 32kg. This is due to Health and Safety reasons. Please check the weight of your baggage before you leave home.

Booking Amendments and payment enquiries

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.

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.

I have requested a refund. How long does it take to process?
Most tickets are non-changeable/non refundable.

If you would like to cancel your booking please contact us via the General Enquiries Form . If your ticket is refundable, we require you to send tickets by Recorded Delivery to:

Refunds
lastminute.com
Ground Floor
Somerville House
Bath Road
Hounslow
TW3 3EE

Once we have received your tickets, refunds can take 6-10 weeks if we need to liaise with the airline. Please note we cannot be held responsible for non-receipt of tickets if Recorded Delivery is not used.

In other cases your refund will be with you within 7-10 working days.

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 General Enquiries 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.

I want to change the date of travel
If changes are permitted to your booking, the airline may charge an amendment fee. In addition we will charge an administration fee of £45 per person.

In some instances the airline may not permit changes.

I want to cancel my ticket
Most low priced tickets are completely non-refundable, but in some cases airlines will charge a cancellation fee if you wish to cancel your booking. In addition we will charge an administration fee of £45 per person. For this reason we recommend that you take out adequate travel insurance.

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

I have been charged incorrectly
We will need to investigate, please contact us using the available forms in Self Service. Evidence of the charge will be required. If we need to refund - it can take 7-10 working days.

If this page has not answered your questions and you have an emergency with an existing order, please use Self Service to contact our customer services department for the quickest reply.

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