Booking.com Reviews 420

Booking.com is excellent when reserving hotel rooms. My experience was terrible regarding flight booking. They charged the equivalent of $150 taxes and fees. When checking in at the airline counter to come home it was discovered that booking.com had not paid the airline those fees. Had to pay again. B.com AI robots will not help resolve the issue . I'm out the money.

I had used booking.com site for many flights during December 2025-Jan 2026. I had issue with my first flight, it was cancelled by airline but booking.com did not informed me about flight cancellation, actually it remind me to check in. When I try to check in, it says website checking by airline is not available, we went to airport and found flight was cancelled and all other except us were get email about cancellation, but since we had used booking.com as agent/vendor, it was their job to inform us. Anyway, this created huge problem as we were visiting India, we had many places lined up. Upon, contacting booking.com for refund, they did not believe us that flight was cancelled and airline says talked to your agent/vendor. It took me 3 months to get my refund and that is after I contacted consumer protection agency. Ok

I wanted to reschedule my flight. After chatting and explaining it to seven different people for three hours, who in the end never were responsible and always redirect me somewhere else, I cancelled the flight. As much as I love booking.com for hotels, I will never use booking.com again for flights.

If I could give them negative for their customer service I could literally do that. PEOPLE THIS IS A SERIOUS MESSAGE DO NOT BOOK FLIGHTS WITH BOOKING.COM EVEN IF YOU GET FLIGHTS FOR DIRT CHEAP, THEY ARE SCAMMING PEOPLE. THEY HAVE A GOTOGATE THIRD PARTY WHO DOES THE SCAM BY BOOKING WRONG FLIGHTS, CHARGING YOU DOUBLE THE AMOUNT, NOT HELPFUL TO CHANGE, SUPPORT TEAM WONT SPEAK.

Booking with Booking.com used to feel reliable, but their customer service has become completely ineffective. It’s not just slow—it feels intentionally obstructive, like the system is designed to waste your time rather than resolve your issue.

You can spend ages trying to get help, only to receive generic, copy-paste responses that don’t address the actual problem. And in many cases, they simply don’t follow up at all. For a company of this size, that level of neglect is unacceptable.

What’s most frustrating is that this isn’t a one-off inconvenience—it completely undermines trust. When something goes wrong with a booking, that’s exactly when support matters most, and that’s precisely where they fail.

After years of using Booking.com, this experience genuinely makes me question whether it’s worth continuing. Loyalty only goes so far, and right now, it feels like they take it for granted.

From a business perspective, losing long-term customers over poor support is a far bigger loss for them than it is for any individual user.
At this point, their “customer service” feels less like support and more like an automated barrier designed to deflect real help.

Absolutely terrible. I booked a flight 3 weeks ago and Jet2 didn’t recognise my booking. I’ve sent 4 emails so far and I only receive an automated response. What use is any system where, when there’s a problem, you cannot get any response? DO NOT book a flight through booking.com

I had to change return flight date. Lack of accurate and up-to-date information available on Booking.com regarding permitted 'stay' duration and exceeded the 90 days. After hours going round in circles on the website - I used booking.com chat. This failed dismally and I was quoted over $7000 to change despite the policy of $150 + difference in price of return leg. Entire return flight cost $1800. I confirmed the revised flight had ample space available and I could book a a one-way flight for around $700 - so no explanation of this change cost.
I called the help centre - and initially was asked to call back as soon as i had landed at the destination as I had already received the boarding pass and the entire trip was under the same reservation code and could not be changed until I had reached the destination. I now struggled with the carrier to convince them I should be allowed to board and would change the return flight after landing at destination. Needless to say, I had the same problem and negotiation with the new carrier at the stop-over and was almost disallowed boarding the second leg of the journey. Again, I tried customer services and received the same response - cannot change now as I had a boarding pass issued.
When I reached the destination, I again contacted customer car to change the return flight (still 3 months out) to bring forward inside the 90 days. I confirmed date and availability and this time they seemed to be on the right track - quoted $150 + $100 (additional fluctuation cost of return flight). I paid for this change (payment confirmed through online banking) and thought all was good. My call suddenly dropped - but I had confirmed and paid for the change, so I waited for email confirmation.
I received a call from Sweden about an hour later, only to be informed that they were unable to make the reservation change, that they would reverse the transaction of $250 and send the confirmation, and that I should contact the carrier directly.
I am now waiting for a callback from the carrier (more than 3 hours wait) and there is no email indicating refund was processed from Booking.com. I will potentially be down $500 once I manage to change the booking with the carrier.
What the heck - if Booking.com want to play in this space - they need to be more tightly integrated with the airlines and have current information and AI intelligence built into their website to ensure country rules are applied at time of booking - not to mention the $250 refund that is lying in limbo.
Bottom line: Don't use Booking.com for ANY flights - especially not International.

If there was an option for zero stars the Booking.com flights would get it, especially the Indian unit. Poorly trained agents, unbelievably inefficient, 30+ minute waits then they cut you off. Nobody seems to know anything about the flight or airline they are selling.
My issue dates from 21.01.2026, and still not resolved!!
Is this really a part of Booking .com, or just badly subcontracted out?

It was the first and definitely the last time I will book flights with booking.com
Total disaster, gotogate who you have to contact if there is a problem were completely useless. Gave me the wrong information, no responsibility from booking & impossible to contact if you're overseas. Ruined the last 2 weeks of my holiday

BOOKING.COM EMPOYEE USED MY BANKING INFORMATION AND I CAN PROVE IT

The company reverted us back to the airline after the airline said the agent (booking.com) needs to make the change.

Result.... tried to contact booking.com many times and they never responded.

Will never use them again even if they have the lowest price.

Buyer beware!!!!

robbed of my money, paid foor flights i never received a confirmation for and that when retried all got cancelled making it seem like an error and following attempts got refunded. the initial payment was never refunded and spent a lot of time trying to work this out with customer service who just said it had been refunded... day before flight was due i received check in details from airline but too late as i had other plans. wont use again and would advise anyone against it

Booking.com is a scam! in this times of uncertainty with the war, They will still deduct money if you can cancel and no certainty when the refund will be process. This is insane I will never book anything with them again not even accommodation. You can't reach them, the phone numbers for South Africa is not the correct numbers! this is a mess! when I look at all the complaints they should be shut down!They still advertising for the Middle East why? if everyone is uncertain when the airspace will be opened in Qatar?

We are currently stuck in Oman due to the war. We booked an Etihad flight through booking.com to Muscat which went Abu Dhabi. For our return leg was cancelled - Etihad said as we booked via an agent we need to go back to them. Booking.com said they couldn't help and they were prepared to offer us a refund. So we are now stuck in Oman.
Booking.com tried to tell us our flight, which was due to leave a couple of days before we contacted booking.com was still valid!! These people haven't got a clue

We've used booking.com for years but now after this experience I'm not sure we'd ever use them again.

I would give no stars if I could. I had to cancel a trip to Vietnam in December due to health reasons. Booking.com keep telling me to be patient waiting for my refund. It is now 10 weeks alter and I can't claim on my travel insurance until I know how much the airline will refund me.
I am an elderly person and I am very angry.
Never never use Booking .com

Just book through airlines sites as they are the ones who can actually help you if you need to make a change or cancellation. Booking take no responsibility and leave you in the lurch.

I was sold an unachievable connection to Australia with only 1.5 hours allowed to connect between 2 terminals on Malaysia which was impossible and Google says you need 3 - 4 hours minimum
So of course I missed the connection and had to pay an extra $1358 to get back to Australia
Booking .com was fast to get on to Gotogate and provide forms to fill in
They of course refused to pay the extra money as they said I should have phoned them
I then took the matter further and asked for the case to be escalated to a higher manager which they did
After explaing to an agent who could hardly speak English over and over he finally agreed to refer to a more senior manager
And surprise surprise they apologised for the impossible transfer and the stress it caused and have refunded my money in full
I am very pleased with their promptness and the full refund

had to book a flight for the next morning for work reasons. Paid for the flight, then I got put into a "waiting confirmation screen". Meanwhile, the flight was directly available on the carrier website.
After waiting about half an hour, I managed to reach support and I asked them to refund the ticket and cancel it, since I couldn't risk not getting one and neither could I buy it on the carrier website before getting this one canceled.
Of course, the outcome was that booking canceled my reservation and by the time they did the flight was no longer available on the carrier website either.

After a canceled flight an alternative flight was offered. The new tickets were never issued which I found out 2 days before. Customer Service does not provide any solution. The solution was finally realised by the airline itself. Never ever will I book again with booking.com. probably if nothing changes it will be fine, but with such trips always something can change.

Thanks to mr.Sayyed for sorting name correction. It took 4 days I was bit stressed but thankfully updated today. Thank you so much team.