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Frequently asked questions

 

Frequently asked questions

 

Frequently asked questions

 

Frequently asked questions

Hotels

1. How do I make a booking?

Select the destination, departure and arrival dates, the number and type of rooms, the category and any desired services. The search engine will provide you with the accommodation most suited to your search criteria.

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2. Do I have to include infants in the booking?

Yes. To search for bookings you will need to mention the number of adults (aged 12 years and over), children (aged between 2 and 11 years) and babies (aged 2 years and under).

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3. Can I request a cot in my hotel room and will there be extra costs?

Depending on the room type you may be able to request a cot in the room, there may be an additional charge. You can request it by contacting our Customer Care Team (operating 24 hours a day, 7 days a week) and one of our operators will forward your request to the hotel. Special requests cannot be guaranteed and may not be confirmed until you arrive at the property.

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4. What methods of payment can I use on the website? 

  • Credit card or debit card: your credit card or debit card will be charged the total amount of the reservation immediately.
  • PayPal: our system will redirect you to the PayPal website where you can make the payment.

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5. I received an error message while making a booking, what does this mean?

In most cases this is due to the expiration of the browsing session. If you have completed the booking, please wait at least 30 minutes and check your inbox to see if you have received a confirmation email. If you have not received the confirmation email, please contact our Customer Care Team (operating 24 hours a day, 7 days a week) and one of our operators will check to see if your reservation has been confirmed. If you were not able to enter the necessary payment data, you need to close and reopen your browser, in order to try to purchase it again. 

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6. What should I do if I don’t receive a confirmation email?

If you have not received the confirmation of your reservation within 48 hours of making the request, please contact our Customer Care Team (operating 24 hours a day, 7 days a week). One of our operators will verify the status of your reservation and send you, where applicable, a confirmation of the purchase.

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7. Why have you blocked funds on my credit card when I don’t have a confirmed booking? 

We work with a range of suppliers and a number of different live booking systems, and we’re selling hotel rooms and flights all the time. Availability can therefore change at any moment, it can happen that in the time between selecting the product and completing the booking process that one of your items has sold out. 

If the booking can’t be confirmed, we cancel the transaction and do not charge you anything. However, it may take your bank 10-15 working days to clear the amount on your card. Please contact your bank if you require any further information on the clearing times.

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8. Can I amend my hotel booking?

If you want to make any amendments to your hotel booking, for example if you want to alter your dates or upgrade your room type, please contact our Customer Care Team (operating 24 hours a day, 7 days a week) and include your Booking ID number. This will ensure that we have all the information we need to process your request.

We'll do all we can to meet your request but we can't guarantee it will be confirmed. Please be aware too that a change may incur an additional charge by the hotel - if this is the case we will notify you. 

*Please note that lastminute.com Top Secret® hotel reservations cannot be changed and are non-refundable

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9. Can I cancel my hotel booking?

Some hotels impose non-refundable fees in line with their own policies that lastminute.com is required to pass on to you. 

Please note that some room types are non-refundable from the time they are booked. Additionally, hotels will generally charge a higher fee if a cancellation occurs within 24 to 48 hours of the scheduled arrival. 

Rules vary according to hotel and room type so it's important to check the rules associated with your booking. The specific rules for the hotel you are booking will be displayed on the website when you complete your booking. Once you have made your booking they will be detailed on your confirmation email.

If you need to cancel your reservation please contact our Customer Care Team (operating 24 hours a day, 7 days a week).

*Please note that lastminute.com Top Secret® hotel reservations cannot be changed and are non-refundable

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10. Do you offer group rates for hotels?

We currently do not have special groups rates.

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11. What documents do I need to check-in to a hotel?

Please print a copy of your confirmation e-mail and show it at check-in as proof of your reservation. You may also need to provide a photo ID and the card used at the time of booking.

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12. What time can I check-in to my room?

Usually check-in is from 2PM, although this does vary by hotel. 

You may be able to arrange for an earlier/later, than the stated, check-in time with most hotels but you should always confirm with the hotel as this can't be guaranteed. 

Some hotels may charge extra for an early/late or out of hours check-in time so be sure to check directly with the hotel.

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13. What happens if the hotel doesn’t have a record of my booking?

Please contact our Customer Care Team (operating 24 hours a day, 7 days a week) in order to check the status of your booking request.

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14. What should I do if I want to leave the hotel earlier than planned and how do I obtain a refund for the unused nights?

You will need to request a document from the hotel showing the date and time of departure and the amount the hotel intends to bill you for your stay. Please contact our Customer Care Team (operating 24 hours a day, 7 days a week) in order to request a refund.

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Flights

1. How do I make a flight booking?

Making a flight booking request on our website is easy. You need to select the departure airport, destination and the number of passengers. Choose the flight price and times that best meet your needs, fill in the payment fields and submit your request.

Once the booking request has been confirmed we will send you the Booking ID and the airline reference number.

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2. How do I know if my flight booking is confirmed?

Bookings are usually confirmed immediately but occasionally there can be a delay. This can be due to the requested rate no longer being available, verification problems with the airline or requests for special assistance.

If you do not receive your confirmation email within 24 hours of making a booking request, or an email informing you that we have been unable to confirm your booking, please contact our Customer Care Team (operating 24 hours a day, 7 days a week) who will check the status of your booking.

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3. How much luggage can I check in for my flight?

Luggage allowances and policies can vary depending on the airline you are flying with. Your confirmation email includes the luggage allowance and policies for the fare you have booked.

If you need more information on luggage allowances and policies, please click here or contact our Customer Care Team (operating 24 hours a day, 7 days a week).

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4. What is the check-in policy for my flight?

Check-in policies can vary depending on the airline you are flying with. Your confirmation email includes the check-in policy for the airline you have booked.

We recommend you check in online as some airline impose a fee for checking in at the airport and issuing boarding passes.

If you need more information on luggage allowances and policies, please click here or contact our Customer Care Team (operating 24 hours a day, 7 days a week).

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5. Can I cancel or change my flight booking?

When you purchase a flight please remember that, in addition to our Terms & Conditions, your booking will also be subject to the airline's Terms & Conditions. 

Please note that some fares are non-refundable and non-changeable once they're booked. Rules and penalties vary by airline, so it's important to check the rules associated with your booking. 

Please click here or call our Customer Care Team (operating 24 hours a day, 7 days a week) to request a cancellation or change quotation.

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6. The airline changed my flight. What should I do?

If the airline has changed the time of your flight or any other detail, we will notify you by phone, email or SMS in order to provide you with all the information related to the change.

If you accept the changes to your flight and the change was communicated to you via email, all you have to do is follow the instructions contained in the notification. If you do not agree to the changes, you can contact our Customer Care Team (operating 24 hours a day, 7 days a week).

When you make your booking, it is very important that you include a telephone number and valid email address so that we are able to notify you of any changes to your flight.

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7. Why have you blocked funds on my credit card when I don’t have a confirmed booking?

We work with a range of suppliers and a number of different live booking systems, and we’re selling hotel rooms and flights all the time. Availability can therefore change at any moment, it can happen that in the time between selecting the product and completing the booking process that one of your items has sold out.

If the booking can’t be confirmed, we cancel the transaction and do not charge you anything. However, it may take your bank 10-15 working days to clear the amount on your card. Please contact your bank if you require any further information on the clearing times.

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8. How do I purchase additional services for my flight?

You can purchase additional services such as extra luggage or priority boarding by selecting them during the booking process.

If you want to purchase additional services after your booking has been confirmed you can call our Customer Care Team (operating 24 hours a day, 7 days a week).

Charges may apply for additional services.

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9. What are the restrictions for unaccompanied minors?

Bookings for passengers under the age of 18 who are not travelling with an adult must be made through our Customer Care Team (operating 24 hours a day, 7 days a week).

The regulations regarding unaccompanied minors vary depending on the airline.

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10. How can I make a booking for a person who requires special assistance?

Requests for special assistance can be added to the special assistance box during the booking process. 

If you need to add special assistance after you have completed your booking request, please contact our Customer Care Team (operating 24 hours a day, 7 days a week)

Policies and services for passengers in need of special assistance vary depending on the airline and the type of assistance required.

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11. Is it possible to book flights operated by more than one airline?

In order to provide our customers with the widest range of solutions, we offer the opportunity to make bookings for combined flights. This option allows you to book an outbound flight and a return flight with different operators, including low cost airlines.

When booking a combination of one way flights please be aware that:

  • If one of your flights is changed or cancelled by the airline, the other flight is not changed or cancelled as well, the rules and restrictions for that flight still apply.
  • If you need to cancel your entire trip, you need to cancel both tickets individually. The rules and restrictions for cancellations may be different for each airline.
  • Each airline has a different luggage policy.

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Flight + hotel

1. How do I book a flight + hotel?

Go to the Holidays tab in the header of the homepage, then choose one of the offers listed or use the search function to see the different offers. Select the destination, departure and return dates, city of departure, number of travellers and the amount of rooms you require. On the next page you will see all the offers available and you can choose the flight and hotel most suited for your needs using the filters: airport, category, price, options and / or services. You need to fill out the details of the hotel guests and your contact details in case of additional notifications about your reservation; you can also buy a variety of additional services. Finally, select your preferred payment method. You will receive an email, to the email address you provided, which will include your confirmed Booking ID.

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2. Can I defer payment of my reservation?

The deferred payment option is available in different cases and is offered during the purchase process, before payment confirmation. A maximum of two instalments are allowed.

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3. Can I make my reservation with different cards?

Yes. In this case, you will need to contact our Customer Care Team and one of our operators will manage the payment transaction using the different cards you specify.

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4. What should I do if I do not receive confirmation of the booking?

If you do not receive confirmation of your reservation within 48 hours of the request, please check your junk mail box or spam. If the confirmation email is not contained in one of these boxes, then please contact our Customer Care Team and one of our agents will verify the status of your reservation and send you, where applicable, confirmation of the purchase.

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5. Can I cancel a confirmed reservation?

Cancellation of a processed and confirmed booking will be charged a €20 Euro cancellation fee plus handling fees, in addition to any penalties stipulated in the contract.

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4. What should I do if I do not receive confirmation of the booking?

If you do not receive confirmation of your reservation within 48 hours of the request, please check your junk mail box or spam. If the confirmation email is not contained in one of these boxes, then please contact our Customer Care Team and one of our agents will verify the status of your reservation and send you, where applicable, confirmation of the purchase.

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6. Can I change my reservation?

To do this you will need to contact our Customer Care Team on the number provided in the confirmation email and one of our agents will verify if it is possible to change your reservation. The response time is approximately 48  hours. If it is possible to make the required changes, we would like to inform you that our agency will charge handling fees (equivalent to €20 Euro), in addition to the costs required by the supplier.

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7. Can I take out an insurance policy for the trip?

We recommend taking out an insurance policy so you can travel worryfree. During the booking process you will be offered a package of exclusive services which also includes insurance that guarantees: (i) a refund of the ticket if you can no longer leave for the reasons stated in the policy; (ii) medical assistance in case of illness or need for medical care during the trip; (iii) luggage protection in case of theft, loss, damage or delay in delivery.

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8. Where can I find special rates for groups of people?

We currently do not have special group rates.

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9. Can I request a destination not shown on the website?

Yes. You can request it by contacting our Customer Care Team and one of our operators help you.

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