1. 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 ‘pay with card’ button. In order to click the ‘pay with card’ 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 “pay with card” 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.


2. 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?

LM Travel Services is registered under the ATOL number 3970 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, see Lowcostholidays Limited’s terms and conditions.


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 ABTA protected.

We are a member of ABTA (no. E7760 / V7780) which means you have the benefit of ABTA’s assistance and Code of Conduct. Check our ABTA membership for details of ABTA benefits.

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 have booked a package via the Holiday booking path, see Lowcostholidays Limited’s  terms and conditions.



3. 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.


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.



4. Useful Information about the products on our site

Hotel

Breakfast

If you are unsure whether breakfast is included in the price of the Hotel, please check the ‘Is breakfast included in the hotel price’  FAQ.


Theatre / Entertainment products

Conditions of admission

a)    The management of any venue reserves the right to:

    i.    in reasonably circumstances, refuse ticket holders admission to the venue including for health and safety, licensing     reasons or where a ticket is void; or

    ii.    on reasonable grounds, request that ticket holders leave the venue at any point and may take any appropriate     action to enforce this right. Examples of situations where the management of the venue have reasonable grounds to     request ticket holders to leave are behaving in a manner which, in the reasonable opinion of the venue has, or is likely     to affect the enjoyment of other visitors; using threatening, abusive or insulting words or behaviour; acting under the     influence of alcohol or drugs; or failing, when required, to produce proof of identity or age.

b)    No refunds will be given to ticket holders who are refused entry or ejected due to their own behaviour. Any person seeking to gain entry to an event after being refused entry may be considered to be a trespasser and may be ejected and/or liable to legal action.

Restrictions and prohibitions

We have been advised to inform you that the following restrictions may apply to your booking. It is your responsibility to check with the venue you are attending for any further restrictions:

a)    the use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside any venue is strictly forbidden. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed, and the venue will not be liable for any loss, theft or damage to confiscated items;

b)    by attending an event or performance, ticket holders consent to filming and sound recording of themselves as members of the audience, without payment;

c)    ticket holders shall not bring into the venue or display or distribute (whether for free or not) at the event or performance any sponsorship, promotional or marketing materials;

d)    mobile phones and messaging equipment must be switched off during the event or performance;

e)    alcohol may only be consumed in public bars and other authorised areas. Smoking is not permitted unless within a designated smoking area (if any);

f)    the following are not permitted within any venue: animals (with the exception of guide dogs); laser pens; your own food and drink (unless permitted by the venue); bottles, cans or glass containers (unless permitted by the venue); any item which may be interpreted as a potential weapon including sharp or pointed objects (e.g. knives); and illegal substances;

g)    the management of the venue reserves the right to conduct security searches from time to time and confiscate any item which, in the management’s reasonable opinion, may cause danger or disruption to other members of the audience or the event or performance, or is one of the items not permitted in the venue as listed above;

h)    every effort shall be made to admit latecomers at a suitable break in the event or performance, which may be the interval, but late admission cannot be guaranteed;

i)    ticket holders may only leave and re-enter the venue during an event or performance at the discretion of the management of the venue. Otherwise, there will be no re-admission or pass-outs of any kind.


Flight

Check-in

a)    The recommended minimum check-in time for international flights is 120 minutes prior to departure and for domestic flights, 90 minutes before departure. Flights must be used in the order set out in your itinerary - eg a failure to use the outbound flight or first stage of a journey could invalidate the rest of the ticket.  We strongly recommend (particularly if you are flying economy class), that you check in early if you have particular seat requests. We have no control over the allocation of seats, even if pre-booked with the airline, and can make no guarantee that specific seats will be available on departure.

b)    Please note that with the exception of Flight bookings with low cost airlines, your confirmation email is not your e-ticket.  Your e-ticket will be sent to you in a separate email, to the email address that you provided when you made your booking.  If you have booked with a low cost airline, your confirmation email will be your e-ticket.   

c)    In order to check-in using an e-ticket, at the airport you must go to the check-in desk of the relevant airline within the applicable timeframe (as set out in your e-ticket or on the airline’s website) and show a valid travel document (for instance, a passport or an identity card) in order to obtain your boarding pass.  

d)    In most cases, this can also be done online and where possible, we recommend that you undertake this process online so that you can ensure that you have all the relevant Flight information and documentation before arriving at the airport (for instance, your terminal, seating and meal information).

e)    Please note that for some airlines this process must be done online if you do not want to incur additional charges. Please ensure that you familiarise yourself with the airline’s check-in/e-ticket policy as early as possible prior to your departure.  

f)    Some airlines require you to reconfirm your return Flight booking at least 72 hours before travel. Failure to reconfirm your flight booking directly with the airline may result in cancellation.  It is your responsibility to reconfirm your departing and/or return Flight directly with the airline, if this is required by the airline. Please ensure that you familiarise yourself with the airline’s policy on reconfirming flights.

Baggage

g)    All airlines have their own baggage allowance policies. We strongly recommend that you familiarise yourself with the airline’s policy before taking your Flight so that you do not incur unnecessary additional fees.  
Transfers and transit

h)    You are responsible for the organisation of any travel to and from airports or between airports (as required).

i)    The airport you depart from, the airport you arrive into and the airports via which you transit may not be the same. You must bear all costs associated with transporting yourself to, from and between such airports.

Children

j)    Airlines require that children over a certain age (usually over 2 years) on departure have a return ticket. If you do not comply with this requirement, you will not be entitled to a refund from the airline of any charges you incur.  

k)    Children under a certain age (usually under 2 years old) will not have their own seat on a flight unless a child fare has been booked for them.

l)    Airlines will not carry unaccompanied children that are under a certain age.

m)    Please check your airline’s policy before you book to avoid incurring unnecessary charges and to ensure that all passengers in your booking are eligible to travel.

Pregnant women

n)    Airlines have specific policies regarding flying when you are pregnant which can, for instance, mean you are denied boarding or are required to provide a medical certificate before flying.  If you or a member of your party is pregnant, please check this with the relevant airline as early as possible prior to your departure.

Airlines subject to an operating ban within the European Community

o)    In accordance with European Union regulations, we are required to bring to your attention the existence of a 'Community list', which contains details of airlines that are subject to an operating ban within the European Community. The Community list is available for inspection here.

p)    We are obliged to change your airline in the event that the airline is blacklisted under the European Union regulations. Any changes that are made to the airline operating your Flight after you have received your tickets will be notified to you as soon as possible, and in all cases at check-in or at the boarding gate.



5. Reduced Mobility

If your booking includes a Flight, you must notify us as soon as possible of any mobility needs for any person included in the booking, for example if you, or a member of your party, have difficulty in walking 500 metres.



6. Customer service and frequently asked questions (FAQs)

If you’ve got a question, try our FAQs  section.

If you have a query or complaint about your booking, you can contact our customer service team:

i.    By phone: 0800 083 4000
ii.    By post: lastminute.com Customer Relations Department, 4th Floor Victoria Gate, Chobham Road,Woking GU21 6JD
iii.    Online:     On our contact us  page

So we can assist with your query as quickly as possible, you will need to have your booking reference and any documents (tickets, receipts, bills etc.) ready. The sooner you contact us and the more information you provide to us, the more likely it is that we will be able to help you.

In most cases we can only discuss booking information with the person who made the booking, or one of the people named on a booking.