lastminute.com is a long-established and technically legitimate travel booking platform with ATOL protection on qualifying packages. However, it has faced significant regulatory scrutiny and a large volume of unresolved consumer complaints, particularly around COVID-era refunds. UK consumers should proceed carefully and always verify what protections apply to their specific booking.
lastminute.com was founded in 1998 and is one of the UK's best-known online travel agencies, offering flights, hotels, package holidays, and experiences. It is now owned by Swiss parent company lm group SA, which also operates Bravofly, Rumbo, and Volagratis. The brand holds ATOL protection for qualifying package bookings, which provides a key financial safety net for UK consumers. Despite its name recognition, the company is not UK-registered, which is worth noting when considering how disputes are handled.
The most significant concern for UK consumers is lastminute.com's poor customer service reputation and its history of refund failures. The Competition and Markets Authority (CMA) launched formal enforcement action against the company in 2021 after thousands of customers could not get refunds for COVID-cancelled holidays. lastminute.com ultimately agreed to repay over £7 million to affected customers. Its Trustpilot profile reflects ongoing dissatisfaction, with the majority of reviews citing slow responses, unhelpful agents, and difficulty obtaining refunds outside of formal escalation.
UK consumers should check carefully whether their specific booking qualifies for ATOL protection — standalone hotels and flights booked separately do not. Always pay by credit card to benefit from Section 75 protection as an additional fallback. If something goes wrong, be prepared for a slow resolution process and consider raising complaints directly with the CMA or ABTA if applicable. lastminute.com can offer competitive prices, but the customer service risk means it suits confident, experienced travellers more than those who may need post-booking support.