Booking.com Reviews 420

I wish I could give 0 stars, I booked my flight the day before I was due to leave I had an email telling me to download my boarding passes, the reference number I was given didn't work, so I phoned booking.com customer service. I was redirected to a scam company that told me I had to pay another £180 for my tickets if I wanted to fly thinking it was booking.com I reluctantly paid and I was emailed my boarding passes. When I returned home I phoned booking.com to complain, they told me I had not spoken to them and they did not receive the extra money. They could not understand how it had happened but also they really didn't care. My advice book direct with the airline that's what I will do from now on.

I bought a spring flight (shanghai-hcmc) without a luggage, booking.com was saying that we could buy the luggage on the airline’s website afterwards. It’s in fact impossible to buy a luggage on spring website because there is no booking reservation number and the only solution is to buy it at the counter for …120 euros, while the flight costed 75 euros and the luggage bought on spring website costs 10 euros! When we reached out to booking.com they refused to help us, stating their conditions of spring airlines which were however not written when we book the flight.

Flight was canceled. Airline insists refund made to Booking.com but Booking.com will not return these to me.

I paid for a flexible option with Booking Flights, but I couldn't modify my flight. They redirected me to the airline, which charged me change fees. Booking never reimbursed these fees, claiming it wasn’t possible, even though they assured me they would.
Moreover, I had to pay 75€ in phone charges to contact their customer service with no solution.
Their customer service is incompetent, and they don’t honor their commitments. Avoid them at all costs.

Do not book from booking. Com this is your money and it’s your choice.
And about phone call to the customer service this cannot been called a service this is insulting services thanks to (Pray or Pria or what ever )on the 26th of April at 12:42 +1 (514) 673-1920 # they are not going to help you they are going to convince you to return your ticket and you will get a voucher (it’s not a working voucher).
Pria refused to connect me with a supervisor nor give me a working voucher to make a new booking.
I made the booking from booking.com so I need my problem resolved through booking.com.
Never booking.com thanks to Prya.
Ps: when someone asks for a supervisor you don’t say no and hang up the phone on his face.

I recently purchased multi-destination airline tickets through Booking.com (Reservation code: 40-642676196) for my dad, Oscar, and my mom, Lissette. The itinerary included flights from Bogotá to Stockholm, from Barcelona to New York, and from New York back to Bogotá, involving three different airlines. Unfortunately, I made a mistake when spelling my dad’s last name.

I contacted Booking.com on April 3 to request a correction. They responded that it would take very little time and assured me that they would escalate the case to the support team. Since then, they have been extremely unresponsive and have not resolved anything.

Due to their inefficiency, I decided to contact each of the airlines directly. Most of them explicitly told me that the correction is a straightforward procedure. However, they cannot make any changes because Booking.com is responsible for managing all ticket modifications.

The first flight is scheduled for April 29 (Bogotá to Stockholm), so this week, feeling desperate, I contacted Avianca, as they handle two of the main flights: from Bogotá to Stockholm (Booking Ref 4VX924) and from New York to Bogotá (Booking Ref 6CEOWP). Avianca understood the situation and corrected the Bogotá–Stockholm ticket. However, they could not fix the New York–Bogotá ticket.

I was informed that Avianca could not process the correction because the original booking had already been manipulated by Booking.com. Apparently, Booking.com started the correction process without completing it, resulting in two reservations: the original (6CEOWP) and a new one (66MD5E). Because two reservations with the same incorrect name existed, the system automatically canceled the reservations. Now, my dad no longer has a return ticket to Bogotá. Avianca explicitly stated that only Booking.com can resolve this issue.

Booking.com, however, has yet to resolve the problem despite multiple communications since April 3. Their continued delay is placing my dad’s travel plans at serious risk, as the trip is approaching on April 29. The corrected return ticket is urgently needed to comply with immigration requirements for international travel.

Due to Booking.com's persistent lack of responsiveness and inefficiency, I am now facing significant psychological stress and potential financial loss. Without a valid return ticket, Colombian immigration authorities will not allow my dad to leave the country, forcing my mom to travel alone.

If this situation is not resolved immediately, I will have no choice but to demand a FULL REFUND for an issue entirely caused by Booking.com's negligence.

I strongly advise extreme caution when booking through Booking.com, especially for international travel, as their customer support for resolving critical issues is a COMPLETE FAILURE!!!!!

Avoid booking flights with them!
My daughter booked from within the booking.com app and paid via Paypal - she never got a confirmation email. When she was following it up by webchat, she was told they were looking into it, she never heard back. She finally found a phone number on Reddit. After a 3rd phone call, they said they would escalate to the Finance department to cross-check, they would come back to us, never heard back. On the 4th phone call, we were basically told that obviously without a confirmation email there was no booking. The fact that Paypal had the money did not matter to them. My daughter eventually booked flights 3 times the price they were originally and is waiting for a refund from Paypal. Reading comments here, it is quite obvious that this is a common problem, and that booking.com does nothing to address this.

Book direct with airline. The booking.com flexible ticket upgrade is very deceptive. Whatever date i chose in the next year incurs a "fare difference" of at least +$300. When i check on booking.com or airline direct the prices are at least half what i paid.

Worst company ever to deal with. Take your money then don't want to know about any of their mistakes. Avoid them like the plague they are a terrible company.

Never again booking.com. I booked 3 airline tickets. The payment was acknowledged but the tickets were never delivered Although I complained three time all they do is inviting me to book a hotel? Is this artificial intelligence or just some automatic nonsense? Never again booking.com.

I’ve been a loyal Booking.com user for years when it comes to hotels, so when I saw they were offering flights—and at the cheapest fare for my Lisbon–Tokyo trip—I decided to give it a shot. The savings were minimal, around 2%, but I figured: why not?

Well, if I knew then what I know now, I would’ve gladly paid more—much more—to avoid the mess that followed.

When it was time to check in for my return flight, the airline had no record of my booking. Booking.com insisted everything was fine and kept repeating that the reservation existed. But the airline never received it. Apparently, there was a failure in communication between Booking’s system and the airline, leaving my reservation hanging in limbo.

Booking.com’s customer service was useless. They just parroted that everything looked fine on their end, like talking to a chatbot with no ability—or willingness—to actually investigate or help. I nearly missed my flight and had to resolve everything directly with the airline.

It was a truly stressful experience, and honestly, it's shaken my trust in Booking.com as a whole. I probably won’t even use it for hotels anymore.

DO NOT BOOK FLIGHTS THROUGH BOOKING.COM

I have used this company for years. Literally hundreds and hundreds of properties all over the world booked through this platform.

This is the first and the last time I will use them for flights, and will now be looking for an alternative hotel booking platform as well. I’m not dealing with them for any further bookings.

Our airline cancelled the route for the flight we had booked. Booking.com did not inform us!!

The flight even now is still showing as confirmed on my booking.com account!

The communication has been either non/existent or utterly appalling,

I have now finally managed to get them to agree to a refund and they have told me I have to wait 4 weeks!! (But maybe as quick as 2 weeks!!??)

Shocking service. Zero customer care.

Our other flights we have used Trip.com who have given excellent service. I would recommend you try using them instead!!

Booked several return flights as always use booking for hotels and had difficulty booking direct with vietjet. 1x return to Saigon by china Southern; 2x returns Saigon/Osaka ; 4 returns Saigon /Da nang . When checked my late am bookings to da nang found booked for midnight (whilst unable to prove know that I had not made a mistake). Contacted them several times said unable to change and cancel only option with eventual credit against later flights from vietjet. After several contacts I had no alternative but to agree. I had contact with vietjet regarding the credits and they said waiting for contact and booking still current. Friends said not to worry we would take the midnight flight. Lucky vietjet had to cancel the flight and rebooked us on an earlier flight . Whilst my other flights were ok I hate to think what may have happened if there were any problems. My experience says stear clear, their operatives don't seem to know what they are doing and they have to speak to an American booking site who are the booking site. In my opinion a toxic set up.

Avoid booking flights with Booking.com. This is my experience and I won't be repeating it. I booked outbound with B.A. and inbound with Vueling.
Our cabin bags were included on the outbound but not the inbound?! Our confirmation email never arrived because it was going to a generic email. I spoke to customer support six times and through them received the links to checkin online. I then discovered I could not add our luggage to the returning flight. So we faced another charge at the airport.
Gotogate.com is actually the company you are dealing with, not Booking.com and they make it very difficult to complain. It's a long drawn out process, just to get to their complaint form, which then has to be printed off and posted to Sweden, no less!
My advice - just go straight to the airline company, and don't book flights with Booking.com!

What a crappy service, they charge you. Money for the flexible option, and then their website says you can change for 0 (which you cannot book directly) but the operator says you need to pay 300 dollar for a flight change from August to December because the flight has limited seats. I'm doing all this now in APRIL.

Flights is not your thing , first they say you will receive a confirmation within 2 hours, its been 20 hours and still didn't get any confirmation, i need to secure my flights , when i called support they said i need to wait for 24 hours then 48 then 72 !!!!!! Then why does the email and app say 2 hours ¿?!!
I also realised , the booking that the support person can see on their screen was done a day after i paid !!!!! And the support agent was telling me that my story is not true because it doesn't match whats on their system, i said i can send a screen shot im not lying!!

Worst experience with flight booking. If there would be an option to give no star i would go for that. I selected flexible option for booking the flight but trust me it is not flexible at all

I required a credit card number for the cancellation since booking.com has used a placeholder credit card number to book my flight (so mine wouldn't do). Booking.com insisted to cancel with the airline, yet the airline has already explictly shared that the credit card details are required, which are not mine but booking.com's - booking.com also refused to share the credit card details, leaving me no option. Without the card number, I won't able to cancel the flight with the airline directly. Booking.com has so far wasted my time. The case was moved to the next support level after I had to threaten to speak to a manager (why not do that right off the start???). I'll see whether this is solved in a timely manner and upate my review accordingly. If not, I leave it as it is. Spending money on their and the airline's overseas hotline services is the only thing that has happened so far. Extremely unsatisfying, costly experience so far. I doubt that at this stage they'll be able to fix this negative experience and I'll draw the conclusion to not book with them again, despite being a long-term, high frequency customer (L3).

I’ve had 2 horrible experiences with booking.com flights now. Should have learnt my lesson the first time !!! The customer service department are awful almost as if they are told to be as rude as possible.
My first issue was I’m a nervous flyer so like to have a window seat - after booking.com got my details wrong on the flight information I had to have my flight cancelled and rebooked but I asked for a window seat to be rebooked considering I paid for it. I checked and checked and checked again multiple times before my check in date and on each occasion it was confirmed however when it got to check in I had no seat !!! I contacted customer service and was told there was nothing they could do.
Next I’m coming back from holiday right now and I’ve got a stomach virus so probably shouldn’t be travelling. I explained this and asked for assistance finding new flights and was told I need to do the research and get back to them. I asked for 2 specific dates and credit to the they did provide details but the price discrepancy between one customer service agent and another is diabolical. How can the same flight incur just flight change costs of £212 with one agent and with another agent it needs the fare difference paying of over 600 euros !!!! I also hate that they give you different booking references than the ones you can use on the airline websites so you can’t even see your flight or manage it till 24 hours before it’s crazy !!! I don’t trust the company anymore and won’t use them again and will be speeding the word of how terrible customer service and the whole system is.

Buyer Beware: Booking.com Failed Me Completely
I’ve been a loyal Booking.com customer for over a decade, but after this experience, I cannot in good faith recommend their services.
I booked a flight through Booking.com, received a confirmation code, and thought all was set. However, at check-in, I discovered there was no flight due to a payment issue—something Booking.com ignored entirely. When I contacted them, they told me to call the airline, which informed me that the booking was canceled due to a payment problem on Booking.com’s end. Back to square one with Booking.com, I was met with dismissive responses and empty assurances that my case was being handled.
Despite multiple calls and promises that I would be rebooked on my original flight, I woke up to an email stating there was a "technical error" and my money was being refunded. They ghosted me after my flight departed, leaving me stranded.
Adding insult to injury, I had also booked a non-refundable hotel through Booking.com. While the hotel was gracious enough to cancel my reservation at no charge when I explained the situation, Booking.com refused to help or reimburse me.
I requested compensation for additional flights and a missed tour, totaling $650. Their response? A claim form with a promise of a decision within 14 days. It has now been over six weeks, and I’ve received nothing but silence.
This entire ordeal has made it clear that Booking.com prioritizes profits over customer care. If something goes wrong, don't expect them to solve the problem. My advice: think twice before trusting them with your travel plans. Book directly with airlines and confirm your bookings before committing to anything non-refundable.