How to Get a Refund from Lastminute.com

Dealing with travel cancellations or issues can be frustrating, especially when you've booked through an agent like Lastminute.com. You have clear consumer rights that protect your money when services aren't delivered. This guide will help you navigate the process and secure the refund you are owed.

Published by Reclaim, run by Corey Musa, Founder·Facts and sources checked 2026-10-08·LinkedIn·Built by COM Computing

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Your rights

Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill. If Lastminute.com, as your booking agent, fails to provide the service you paid for, or fails to facilitate a refund from the underlying provider, you are entitled to your money back. For package holidays, the Package Travel and Linked Travel Arrangements Regulations 2018 offer stronger protections, entitling you to a full refund if your package is cancelled. If your flight is cancelled by the airline, you have the right to choose between a refund or rerouting. The airline should process this refund within 7 days, though booking through a third party like Lastminute.com may extend this timeframe. If your flight is delayed by more than five hours, you can choose not to travel and receive a refund for the unused flights. For flight cancellations with less than 14 days' notice, you may also be entitled to compensation, depending on the circumstances and replacement flight timings. Compensation amounts can be £220 for short-haul, £350 for medium-haul, and £520 for long-haul flights in specific cases, unless extraordinary circumstances apply. Be aware that Lastminute.com's terms state that for voluntary cancellations, they may charge an administration fee of £45 per person per booking, plus any cancellation charges from suppliers. After ticket issue, voluntary cancellation often results in losing 100% of the travel arrangements' cost. For refunds of unused ticket parts, such as departure taxes, a £40 administration fee per ticket may be deducted. If you paid by credit card, Section 75 of the Consumer Credit Act 1974 may offer protection for purchases over £100. For debit card payments, a chargeback through your bank is often an option.

Step by step

1Gather all booking confirmations, cancellation notices, and any communication with Lastminute.com or the service provider (airline, hotel).
2Contact Lastminute.com's customer service directly, clearly stating your request for a full refund and citing the relevant consumer rights or regulations.
3If Lastminute.com fails to resolve your request, escalate your complaint through their formal complaints procedure. If your complaint concerns an airline or airport and they have not resolved your written complaint within eight weeks, you may be able to take it to the relevant Alternative Dispute Resolution (ADR) provider. You must submit your complaint to the ADR provider within 12 months of the airline or airport’s final response.
4If all direct avenues fail, contact your bank or credit card provider to initiate a chargeback or Section 75 claim, providing all your gathered evidence.

What they'll say, and your comeback

“We're waiting for the airline/hotel to process the refund.”

Comeback, As my booking agent, you are responsible for facilitating this refund. My contract for the booking was with you. Airlines are required to refund within 7 days, and you must ensure I receive my money back promptly, not delay it indefinitely.

“You're only entitled to a voucher, not a cash refund.”

Comeback, Under consumer law, specifically the Package Travel Regulations 2018 if applicable, or EU passenger rights for flights, I am entitled to a cash refund, not a voucher. Your terms and conditions cannot override my statutory rights.

“We must deduct an administration fee for your refund.”

Comeback, While I acknowledge your stated administration fees for voluntary cancellations or unused ticket parts (£45 per person, or £40 for departure taxes), these fees should not apply if the service was cancelled by the provider or if I am entitled to a full refund under consumer law, such as for a cancelled package holiday or an airline-cancelled flight.

What actually happens

In practice, getting a refund from Lastminute.com, especially for flights, can be a protracted process, often taking weeks or even months, despite airline obligations to refund within 7 days. Amounts typically range from a few hundred to several thousand pounds. Lastminute.com frequently cites delays from airlines or hotels, or attempts to apply administration fees like £45 per person for voluntary cancellations or £40 for unused ticket parts, even when you are legally entitled to a full refund. Many consumers find success only after escalating to a formal complaint, or by initiating a Section 75 claim or chargeback through their bank. For airline-related issues, using the relevant Alternative Dispute Resolution (ADR) scheme after 8 weeks can be effective. Persistence is key, as initial contact often results in delays or refusal.

FAQ

How long should a Lastminute.com refund take?

For flights cancelled by the airline, the airline is required to issue a refund within 7 days. However, when booking through a third party like Lastminute.com, this process can take longer. For cancelled package holidays, the Package Travel Regulations 2018 stipulate a refund within 14 days. For other bookings, while there's no strict legal timeframe, it should be within a reasonable period, typically a few weeks.

Can I get a refund if I cancelled my Lastminute.com booking?

If you cancelled the booking yourself, your eligibility for a refund depends on Lastminute.com's specific terms and conditions and the cancellation policy of the underlying service provider. Lastminute.com's terms state they may charge an administration fee of £45 per person per booking, plus any supplier cancellation charges. After ticket issue, voluntary cancellation often means losing 100% of the travel arrangements' cost. For refunds of unused ticket parts, such as departure taxes, a £40 administration fee per ticket may be deducted.

Am I entitled to compensation for a cancelled or delayed flight?

Yes, if your flight is cancelled with less than 14 days' notice, or significantly delayed (over 3 hours on arrival), you may be entitled to compensation under UK/EU regulations. Amounts range from £220 to £520, depending on the flight distance and delay/cancellation circumstances, unless extraordinary circumstances caused the disruption.

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Sources

A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-08.