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“Truly disgusting!”

written by 171Williams on 19/02/2019

Truly disgusting company. My husband and I recently booked to go to Istanbul on New Year's Eve but I made a mistake and inputted the wrong names by accident ( it was 3 am in the morning). I immediately phoned them up and they started the name change request on the 1st jan 2019. The lady on the phone told me that it would take 10 days to sort out.I phoned the airlines too, but they told that there was nothing they could only Lastminute could do it. During those 10 days I phoned three or four times a day just to find out what was going on and if they had contacted the airline to change the names, but it was always the same fobbing me off to get me off the phone. By the 10th day I was fuming. I phoned up again and this time the lady I spoke to said she will ring up the airline and see if the names could be change. She put me on hold and came back and said yes it could be done, and that there was no charge for changing the names but I would have to pay a handling fee of £27.10 which I paid. She said the airline would confirm the changes in 4 days. Well, 4 days came and I rang up on the 5 day and once again I was fobbed off with a story with they are waiting for the airline to confirm that the names are changed. They also stated that my return flight was suddenly now a low cost carrier and that they were waiting for confirmation from them. I stated on my booking confirmation there was no indication that there was another airline involved except for Pegasus airlines. He said that it was another low cost airline that Pegasus airline run. He said wait for the confirmation email. I called back everyday and each time it was the same story, until two days before we were supposed to fly out. I rang up again and stated that I would take this further, and .....lo and behold suddenly the email confirmation came and according to them, name changes were not allowed and that there would be no refund for that flight and the only option was to cancel the booking and get a refund of £150 which included the handling charge (we paid £600 for the trip), and rebook again paying more money. I chose to cancel and not book again. It took me 2 weeks of hell trying to change the names only for them to say all this BS! Someone needs to report them to Trading Standards for their tactics in taking your money!