Had an issue with Lastminute.com.au? Get a real response.
How to submit a complaint with Lastminute.com.au
Lastminute.com.au complaints are best initiated through email or live chat, as phone support can be difficult to reach. The company operates as part of the Expedia Group in Australia, so backend support may route through Expedia channels. Here are the fastest ways to get your lastminute booking complaint lodged.
Email Support
- Send your complaint to support@customercare.lastminute.com.au with your booking reference, travel dates, and any supporting evidence (screenshots, receipts).
- You'll receive an automated response with an M-XXXXXX case reference number — save this for all future correspondence.
- For experience-related bookings, try info@experiences.lastminute.com as an alternative.
Live Chat
- Access the chat feature through the Lastminute.com.au Service Page or Help Centre.
- Chat is one of the fastest ways to initiate contact, though responses can sometimes be generic.
- Save your chat transcript as evidence before the session ends.
Phone Support
- The lastminute.com.au contact number options include 1800 781 930 (Australian toll-free), 02 8031 8467 (Sydney local), and 1300 132 799.
- Multiple customers report difficulty reaching agents by phone — persistence is often required.
Via Expedia Group
- Since lastminute.com.au is operated by Expedia Group in Australia, contacting assistanceanz@expedia.com may reach a different support channel if standard options aren't working.
Document Everything
- Save all confirmation emails, chat transcripts, and screenshots of charges.
- Note dates, times, and names from every interaction — this evidence strengthens your position if you need to escalate.
Lastminute.com.au's complaint handling process is not well documented on their website, which is a common source of frustration. Here's what to expect when you learn how to complain to lastminute Australia and follow through.
- Acknowledgement: After emailing support, you'll receive an automated reply with an M-XXXXXX case reference number.
- Response times: Customer reviews consistently report slow responses — often several days for a substantive reply, with some customers waiting weeks for resolution.
- Resolution channels: Most complaint handling occurs via email and chat. There is no publicly promoted dedicated complaints team.
- Internal escalation: You can request escalation to a manager or specialist team, though the process is not clearly outlined on their website.
- Governing law: Disputes are governed by the laws of New South Wales, Australia, with exclusive jurisdiction in NSW courts.
If your lastminute.com.au customer service experience stalls, don't wait indefinitely. Set a clear deadline (14 business days is reasonable) and prepare to escalate externally if needed.
Common complaints against Lastminute.com.au
Lastminute.com.au holds a 1.3/5 rating on Trustpilot (151 reviews) and 1.2/5 on ProductReview.com.au (436 reviews, 94% negative). These are the most common lastminute.com.au complaints from Australian customers.
Hidden and Unexpected Fees
- Customers report undisclosed "booking fees" charged separately after completing payment — fees not shown during checkout.
- When challenged, support staff describe these charges as "non-refundable," making a lastminute hidden fees complaint one of the most frequent issues.
Automatic Addition of Unwanted Packages
- The "FullFlex" add-on (reportedly around $150) is a recurring complaint.
- The booking page design makes it easy to accidentally add this package, with a popup appearing after entering credit card details that can trigger charges without clear confirmation.
Refund Difficulties
- Even when flights or hotels are cancelled by the provider, customers report being told that fees or commissions are non-refundable.
- Some customers report up to 50% of the booking value being retained. For more on getting your money back, see Lastminute.com.au's refund process.
Poor Customer Service Responsiveness
- Chat support often provides generic, unhelpful responses, and some customers report sessions being terminated mid-conversation.
- Phone lines are difficult to reach, and email responses can take days or weeks.
Booking Discrepancies
- Reports of bookings not being confirmed with the actual hotel or airline, with customers arriving to find no reservation exists.
- Booking confirmation details sometimes differ from what was actually booked.
Misleading Accommodation Quality
- Some customers report arriving at hotels that do not match the advertised star rating or quality descriptions shown on the platform.
Lastminute.com.au complaints submitted through Ajust
How other consumers Lastminute.com.au complaints got resolved
Hidden Booking Fee on International Flight
A customer booked three tickets from Auckland to Delhi for NZD $9,118.11. An additional NZD $585.84 was deducted as an undisclosed "booking fee" after payment. Support claimed the fee was "non-refundable" — the customer filed a lastminute.com.au chargeback with their bank.
Tip: Check your bank statement immediately after booking and compare the total charged against the checkout price.
Accommodation Quality Mismatch
A customer booked a 4-star hotel but arrived to find "filthy, damaged" accommodation that didn't match the listing. Lastminute.com.au support took days to respond, and the customer escalated to consumer protection agencies and initiated a chargeback.
Tip: Take photos immediately upon arrival if accommodation doesn't match the listing, and contact both the hotel and lastminute.com.au simultaneously.
Flight Cancellation with No Refund
An airline cancelled a customer's flights, but lastminute.com.au failed to process a lastminute Australia refund despite the cancellation being outside the customer's control. The customer pursued the matter through consumer protection channels.
Tip: When an airline cancels, contact the airline directly as well — under Australian Consumer Law, you're entitled to a refund when a service isn't provided.
If your initial lastminute travel complaint resolution attempt doesn't work, escalate systematically. Lastminute.com.au escalation options range from internal channels to external regulatory bodies.
Request a Manager
- In any chat or email interaction, explicitly ask for your complaint to be escalated to a supervisor or manager.
- Always include your M-XXXXXX case reference number in all communications.
Set a Deadline
- Give lastminute.com.au a reasonable timeframe (14 business days) to respond before escalating externally.
- State the deadline clearly in writing so there's a documented record.
Contact via Expedia Group
- Since lastminute.com.au is operated by Expedia Group, emailing assistanceanz@expedia.com may reach a different support channel with faster response times.
Bank Chargeback
- If you've been charged incorrectly or haven't received the service paid for, contact your bank or credit card provider to dispute the charge.
- Based on customer reports, this is one of the most effective resolution methods for lastminute.com.au disputes.
Lodge a Complaint with NSW Fair Trading
- Contact NSW Fair Trading on 13 32 20 or lodge a complaint online.
- Lastminute.com.au operates under NSW law, making this the primary state-level consumer body.
Submit Through Ajust
- Submit your complaint through Ajust for free assistance in resolving your dispute without navigating the process alone.
There is no dedicated travel ombudsman in Australia, but several regulatory bodies can assist with lastminute.com.au complaints.
- NSW Fair Trading — The primary body for lastminute.com.au disputes since the company operates under NSW law. Phone: 13 32 20. Consumer guarantees apply to flights, cruises, tours, and accommodation booked through Australian websites.
- ACCC (Australian Competition and Consumer Commission) — For misleading advertising, hidden fees, or systemic consumer law breaches. The ACCC records complaints and may investigate patterns but does not typically resolve individual disputes. Report an issue to the ACCC.
- State and Territory Consumer Affairs — If you're outside NSW, contact your local body: Consumer Affairs Victoria (1300 55 81 81), QLD Office of Fair Trading (13 74 68), WA Consumer Protection (1300 30 40 54), or SA Consumer and Business Services (131 882).
- Airline Customer Advocate — For complaints specifically related to airline issues such as cancelled flights or lost baggage where the airline is a participant. Visit the Airline Customer Advocate.
- Your Bank — For credit card chargebacks where services were not provided or charges were unauthorised. Customer reports suggest this is often the most effective pathway for lastminute.com.au complaints.
- Terms of Service — Lastminute.com.au Terms of Service covering dispute resolution and governing law.
- ACCC Consumer Help — Where to go for consumer help guide for Australian consumers.
Lastminute.com.au Complaints FAQs
Can I contact Expedia instead of Lastminute.com.au to resolve my complaint faster?
Yes, because Lastminute.com.au is operated by Expedia Group in Australia, you can email assistanceanz@expedia.com as an alternative support channel. This can be especially useful if standard Lastminute.com.au email or chat support is unresponsive. Some customers report faster replies through Expedia's channel, so it is worth trying if your complaint has stalled.
What is the FullFlex add-on charge on my Lastminute.com.au booking and can I get it refunded?
The FullFlex add-on is an optional flexibility package (around $150) that Lastminute.com.au may add during checkout through a popup that appears after you enter payment details. Many customers report being charged without realising they accepted it. If this happened to you, contact Lastminute.com.au support immediately with your booking reference and request a reversal, citing that the charge was not clearly confirmed.
How long should I wait before escalating a Lastminute.com.au complaint to NSW Fair Trading?
A reasonable timeframe is 14 business days from your initial complaint before escalating to NSW Fair Trading. Lastminute.com.au operates under New South Wales law, so NSW Fair Trading on 13 32 20 is the primary consumer body for disputes. Put your deadline in writing to Lastminute.com.au so you have a documented record if you need to escalate.
Is a bank chargeback effective for getting a refund from Lastminute.com.au?
A bank chargeback is one of the most effective ways to recover money from Lastminute.com.au, based on customer reports. You can initiate a chargeback through your bank or credit card provider if you were charged for services not delivered, or if undisclosed fees appeared after checkout. Gather your booking confirmation, bank statements, and any correspondence with Lastminute.com.au before contacting your bank.
You’ve done your part, now it’s time to hold Lastminute.com.au accountable.
Take the final step and submit a complaint that gets seen and responded to.