Booking.com Reviews 420

If I could give them zero points I would. I booked through booking.com a flight from Jakarta to Bali return. The flight was more expensive than others but it had a 20kg checked baggage allowance. When I received confirmation it indicated no checked baggage which I had paid for and also paid extra for their flexible change of dates bringing the total to $167.

I contacted their customer support oursourced company GotoGate who were absolutely useless. Just kept telling me that they could see that my confirmation didn't include checked baggage. I sent them screenshots of the fact that they were selling it with 20kg checked baggage but to no avail. They were like parrots and kept repeating the fact that they could see no checked baggage on the confirmation. Duh, that was the issue but they were unable to do anything.

After talking with GotoGate on the phone, the bookings.com offer on that flight disappeared from Kayak.com. This was no coincidence.

Now, on booking.com to add the 20kg I have already paid for, they are asking for another $125. That makes it the most expensive flight ever on that route.

It's absolute fraud. NEVER book with them! I'm now not sure whether to pay the extra or give it up as not confident that my money will be honored and the baggage included in the booking.

I decided to book with Garuda direct and cut my losses. There goes the $167 to the con artists.

Total scam merchants. Disgraceful!!! FRAUD.

If I could give zero stars, I would. We booked a flight from Bari to Amsterdam through Booking.com, and they canceled our flight last minute without offering any real help. Their so-called “customer service” was an absolute joke – unresponsive, rude, and completely useless. Instead of helping us rebook, they left us stranded with no options.

We had no choice but to spend an extra 600 euros out of our own pocket to book new flights just to get home. Booking.com washed their hands of any responsibility and left us hanging.

This company is nothing but a scam – they take your money, abandon you when things go wrong, and then refuse to lift a finger to make it right. I would never, ever trust them again. Save yourself the stress, money, and frustration and book directly with the airline instead.

Avoid Booking.com at all costs – they are unreliable, dishonest, and their customer service is the worst I have ever encountered.

Horrendous! Will never book flights via booking.com again! No way to access own flight bookings; can't select or change seats, add priority boarding, do anything! The airline won't let me access the booking but the third party, GoToGate, says it can't either, and refers me back to the airline; in my case, Norwegian. Absolutely horrendously clumsy and unprofessional. NEVER again.

I booked a round-trip flight (Booking Ref VGL56N and ZFKFUY) through Booking.com because it was advertised as a “Flexible” ticket with one free change. I also paid extra for checked baggage, front-row seat, and Fast Track.

What happened:

I was forced to contact Transavia directly to change my outbound flight and was charged €160, even though the ticket was supposed to allow a free change.

I then tried to change my return flight through a GoToGate link (Booking’s partner). The link charged me €39 but made no change.

Later I received a confirmation showing my return flight was booked for 3 October – before my outbound flight on 10 October! This is absurd and I never requested this.

I have sent multiple messages and even a registered letter (LRAR) to Booking.com headquarters. The only responses I have received are irrelevant template emails asking for hotel check-in/check-out details.

There has been no resolution, no refund, and no correction of the flights.

This is completely unacceptable and has caused stress, wasted time, and unnecessary costs. I am now escalating this to DGCCRF, MTV mediation, and the European Consumer Centre (CEC France).

I expect Booking.com to:

Refund the €160 and €39 charged in error,
Correct my flights to the requested dates without penalty,
Provide a written apology for this mishandling.

Cancelled Flight Booking

On 20 December, I had a flight booked with booking / GOTOGATE with Euroairlines (Flight Q41020, Brussels Airport – Cancún International Airport,
Unfortunately, this flight was cancelled by the airline more than three months ago. To date, however, I have still not received any refund,

I had never used this platform for searching for or booking flights before and was surprised by how many negative reviews people share. However, I have got brilliant customer service from booking.com recently. The thing was that I’d booked the flights through booking.com without checking the airline’s website. I should have done it first and book the flights directly with the airline. The price difference was not significant and, to reduce some worries I had because of the new direction for me, I decided to change my mind and cancel the booking. I got an immediate confirmation of the cancellation and received an email of progressing full refund in less than an hour. The next day, I got all my money back in my bank account. 

I appreciate resolving the matter in less than 24 hours. Now I am aware that booking.com is a reliable service. 

Avoid at all costs! I booked return flights from Gatwick to Abu Dhabi for £430. Months later, I was told only £112 would be refunded because two of the five flights were cancelled. The rest of the flights? Totally useless, but “non-refundable.”

Their so-called “self-transfer guarantee” is worthless. You’re left stranded with partial flights that don’t get you to your destination, and they refuse to refund the money.

Customer service is a nightmare – they hung up on me several times and fobbed me off on chat. In the end, I had to pay £618 for a new ticket, meaning I’ve lost nearly £1,000 thanks to Booking.com’s tricks.

They happily take your money, sell you broken itineraries and then wash their hands of any responsibility when flights collapse.

Do NOT buy flights from Booking.com – their guarantees are meaningless, their service is disgraceful and you will be left out of pocket. Always book direct with airlines.

I lose my flight from Brussels to istanbul, Because the counter employee didn't find my name in the reservations!
Customer reference: 40-776649751
PIN code: 2378
Ajet Airlines Booking reference: 368366
Brussels (BRU) to İstanbul (SAW)
Thu 28 Aug 12:05 - Thu 28 Aug 16:20

Never, ever, book a flight with them.absolutely ZERO support. It’s shameful. They don’t help, won’t help and just do not understand customer service. You cannot speak to anyone except some useless Ai bot who knows f-all. What a scam. Hotels, yep, flights, never again. I got no help and just decided to re-book directly with the airline. How can they be trusted to do what they do. I have nothing but utter contempt for them.

Misleading information which resulting in me missing a connecting flight. There was no information that this was a self transfer flight at all and I have the evidence for this. I picked it because other flights had the warning sign for self transfer but this did not. I found out on the day I would have to self transfer but did not have enough time in between flights resulting in me missing the next flight. I had to pay over £1000 for new tickets for me and my children. Booking.com have taken no accountability.

DO NOT EVER BOOK FLIGHTS WITH BOOKING.COM

I bought a ticket with ""FLEXIBLE"" option, after contacting customer support they offered me new ticket with THREE TIMES THE ORIGINAL PRICE!! I did not accept it and keeping my fingers crossed I'll get my money back or get offered normal price

Most horrendous and horrible service ever in my life! my refund is yet to be processed after 5 months of chasing BookingDOTcom/GOTOGATE. Most horrible part is, different agent keep telling you completely different information and it look as if your complaint is trash to them. all I want is my refund of £745 which was confirmed that I will be getting back due to cancellation which they had already accepted. I want my refund back!! my ref and tracking number40-655903853 eTrackNr:72773599

I am absolutely outraged with the way I am being treated by Booking/GOTOGATE. My flight reservation number 40-755327093 (Air Asia flight from Kuala Lumpur to Kota Bharu on September 8th) was rescheduled. When I contacted Booking/GOTOGATE, I was assured that I would receive a refund once the airline issued the payment.

Since I was only getting excuses and delays, I contacted Air Asia directly. They confirmed in writing that the refund was already sent to Booking on August 18th.

I then contacted Booking/GOTOGATE again, and the response was that they could not access my reservation M68QRL and that I had to handle this myself. This is absolutely unacceptable.

Air Asia clearly stated that the refund was already sent to Booking/GOTOGATE, and that them, as the travel agent and intermediary, are responsible for transferring that money to me.

I want my money NOW! It is a complete disgrace that you are treating your customers this way. I will not accept any further excuses or delays.

I demand the immediate and full refund of my booking.

They do not help at all when you want to change your flights or add baggage. Do not book with them please

I was so skeptical based on reviews to book flights via bookings.com. ofcourse hotel booking no complaints but just wanna say great flawless process!!!immediately booked on app and checked flight websites. Their discounts are way better too!

Scam still waiting for my refund

I had a horrible experience dealing with customer service. I booked a flight via Booking.com. It was supposed to be for a solo trip but a friend wanted to join so I wanted to cancel my flight to plan bookings for both of us. I called the airline first and was told they could not help as it was through a 3rd party booking. They specified that Booking.com support needs to contact an airline agent to arrange the cancellation. They also mentioned that cancellation without penalty is possible if made within 24 hours from the booking date. So, I decided to contact Booking.com customer help centre, thereafter, via the chat. Explained my request and the information conveyed to me by the airline rep. over the phone. After being on hold and asking more questions, I was told to call the airline as they will escalate to the team who can help. In the meantime, I was told to call the airline to explain that Booking.com cannot access the booking to make the cancellation. I told them this needs to be done by Booking.com and emphasized to call the airline directly. I closed the chat and then received a summary from the customer help agent that I never responded nor communicated with them on the chat and reiterated that I should call the airline again and they are working on the case. We had a full conversation on the chat and was appalled by the accusation that I was unresponsive. I relied to the email to justify myself. Second attempt to chat with customer help agent was a few hours later reiterating that they cannot accessing the bookings, I should call the airline for the cancellation, they can’t find a policy on cancellation, that someone from their team will call or email me with an update. If I don’t hear back in 1-2 hours to contact them again. No sign of them so I made a third attempt to contact customer support again a few hours later. They repeated what the previous agent told me and to wait patiently. I reiterated the time sensitivity as I had about 1.5 hours left for cancellation without penalty fee. Again, I was told to call the airline and wait for the team update. This was the best I can do and sure enough the window period has passed and they did not follow through with much cancellation request. I reached for ur via the chat for a final attempt and still received the same advice…to call the airline, wait for an update from the team. I felt defeated as my request could’ve been processed if they weren’t so busy following a script and repeating the same information. Unqualified staff on the frontlines and inadequate support. Please please please do not book through Booking.com if you need to make any changes to your booking. Waste of time!

Terrible customer service. Bought a flexible fare but they charged me for baggage, again, when I needed to change.
Not recommended . Wouldn't let me talk with the manager either.
Chat person had poor English and I ended up needing to call the help line but they were not helpful either. Aweful experience 😪

I have been waiting for a refund for almost a month same lies from these scammers,

I booked a property through Booking.com and had to move to a hotel because the property was not as advertised. There was feces in the toilet, ants in the bathroom, hair in the bed, mold in the bathrooms, filthy kitchen. Despite reaching out to both the property owner and Booking.com, I was told that I wouldn’t receive a refund unless the owner agreed to release the funds. The owner won't reply to us or booking.com. I feel very let down by the lack of accountability and transparency. Booking.com should take more responsibility for the listings they host and support customers more effectively when things go wrong.