Appalling customer service. Martha Lane Fox must be mortified!
I wanted to arrange a multiple destination (and quite costly) trip to the USA at fairly short notice, as my son was interested in finding out about US universities. I had pretty much worked out what flights and train journeys we needed to book but thought I'd just call to check if a discount would be available in recognition of the number of flights involved. I never got a straight answer to that question and that's when the real nightmare began. When I received confirmation of the flight details I noticed one of the flights was booked for the wrong time and we would miss our appointment. When I called them they said they would need to check the recording of the call, which they would do very carefully. I thought that was fair enough and was confident that everything would be sorted out, as I knew I had been totally clear about the timings. Then they told me it would take several days for them to get back to me with their findings, which meant the flight might become full in the meantime or the ticket price would increase. They said they quite understood my concern and would be prepared to change the flight to the correct time, provided I paid a change fee in advance of of £150 which would be refunded if I was vindicated by the call recording. I reluctantly agreed, then they later called to say this would apply PER PERSON! I tried to contact them several times afterwards but they never responded and never let me know the outcome of their investigation into the detail of the call. In fact I never heard from them again and an entire year has now passed. Their customer service is appalling, completely lacking in any sensitivity and their behaviour borders on the criminal. Somehow I don't think this reflects the original vision and passion with which Martha Lane Fox established the company and I'm sure she would be mortified if she knew how they treat their customers today. I have used Lastminute.com for the last time in my life.