Booking.com Reviews 420

Literally everything is wrong with booking a flight via booking. I usually am really understanding but this is just insane. I was about to leave to the airport today and got a last minute email that our flights to the Seychelles have been canceled. Our flights to the Seychelles had already changed 3 times this week, we have no idea why but we immediately accepted the changed flights so we could still go. We are still trying everything to fly tonight but we are not sure. Booking is not taking any responsibility for this situation, they are just pointing there fingers at every other airline. But it’s not the other airline’s responsibility. Because we booked our flights on booking.

Be smart and don’t book with booking, if you don’t want to loose €3000,-

Just thought I’d add to all the other comments. What a con by booking.com. They must have a full department of people dealing with complaints. No more booking.com for me.

I have had a terrible experience in cancelling my one flight. I have struggled for many hours trying on their website platform. I've had only two responses, each time the call was dropped. All I want is a refund, I am frustrated 😠 and not getting anywhere with their system.
My advice DO NOT USE BOOKING.COM TO BOOK YOUR FLIGHTS.
The service they provide is beyond shocking

At the time of booking a Westjet flight on Booking.com, their website showed that carryon baggage was included in the price. When we received our tickets via email, carryon baggage was only included in one flight, not the return. After many hours of telephone calls and chats and emails, booking.com committed to reimbursing our costs for carryon luggage and emailed a form for us to fill out and attach receipts along with the tickets they originally sent to us showing that carryon was included in the price. When we did so, they would not honour their commitment to reimburse. They said that since Westjet made us check our carryon bags, they were no longer “carryon” and they would not pay for checked bags. Scammers. It became clear to us that they train their customer service people to prolong, delay and frustrate the customer so that they will give up. My advice is to stay away and tell your friends and family on social media. Get the word out. We only lost a bit over $100, but I see from the reviews here that Booking.com has stolen a lot more than that from others.

Booked a retum flight with two seperate airlines.. Outward flight was cancelled. Was not informed. Went to change my seat and there was no flight. Now 5 days into trying to get a refund BUT they cant tell me how much a refund will be because its handled by the airline.

completely false sales descriptions. Tickets are not refundable, the optional insurance coverage that you can purchase covers virtually nothing. DO NOT BUY airline tickets through booking.com, absolutely worst online business masquerading as legitimate front. Garbage.

I have been trying to change my flight with them for the last 2 days. Booked a flexible flight however they are wanting to charge me a fee for difference in fare however current advertised flight fares on their website are cheaper to what I originally paid.

Also having to deal with them over online chat and can't even reply to their emails as they use do not reply email addresses.

I booked a flight using booking.com and a few weeks afterwards the airline changed the departure time. This did not suit me so I cancelled via booking.com and have since received a full refund. It was hassle free.

Stupid service and unprofessional and very very shady they said it's flexible and i paid $100 more but don't trust them it's not even close to flexible you can't make any changes at all and i choose the seat and i was surprised it's not confirmed even it shows it's confirmed and there support are very rude and not helpful all and they hang up on you very stupid and awful experience and I really don't understand how they still operate it because this is really illegal stealing people money

If there was -1, that'd be more suitable. Horrible Horrible customer service, fool you, asked to wait and then oops fare difference 30 euro more in 2 hours. But they are like robots its not possible to forward your call to a manager even if we f..d up, it's not possible, not possible. Autorepeat. Humiliating.

Never again.

My flight was changed so I was due a partial refund of the extra I paid to book a seat of my choice. The flight was with Singapore airlines who have refunded the money 3 months ago to booking.com but booking.com still haven’t refunded me. I used their online chat which was useless, when I told them it wasn’t acceptable when they asked me to wait longer they just ended the chat. No way of contacting them any other way.

maybe I was lucky because my experience of booking flights, accomodation and airport transfer taxi through booking.com went very smoothly. I was able to book my seats on the plane (although once I downloaded the vueling app it would have been cheaper to book the seats directly through their app), the trip went smoothly and I couldn't fault it

I have been using booking.com for over 10 years and have been left very disappointed recently. I booked a hotel to Crete for October. At the point of booking it, there was a confirmation saying that I should be entitled to a free taxi transfer from airport to hotel. Despite the representation, no links have been provided to me. I raised this with Customer service on 20 September and was promised a call back, nothing to date.

The reservation number received is made of 18 digits, so whenever I call customer service, which is hosted by AI, it is asking me for 10 digit and can not recognise my booking. in the end I can't even speak to someone.

I have left several emails and hoping I will get a response.

This is a very poor standard of customer service and misrepresentation which is unfair for us.

Do not book with this company, my flight was cancelled by virgin Atlantic because there was a issue with the plane 2 hour into my journey and the plane had to turn around, I paid over 1000 pounds for my tickets and they only want to refund me 366. Stay away from booking.com

I booked a flight ticket on Booking.com that already included free cancellation and a full refund if I cancelled before departure.
When finalizing the booking, Booking offered an additional “cancel without giving a reason” option.
Believing it was the same protection already included with my ticket, I added it.
⚠️ Problem: when I cancelled, Booking refunded the ticket but did not refund the cost of this extra option, which turned out to be unnecessary.
Even after contacting their support, they refused to reimburse this amount.

I find this practice misleading and a way to trick customers into paying for something they don’t actually need.
Clearer information or a proper warning would prevent this kind of experience.

THE ABSOLUTE WORST, PLEASE NEVER BOOK A FLIGHT THROUGH BOOKING. Their customer service is horrendous, at the beginning I contacted them with an issue I had via the live chat, the person responding to me, told me he made sure my request would be in priority due to urgency (MY FLIGHT WAS THE NEXT DAY) only to find out when I called an hour later that he didn't even put it through, let alone put it on urgency. I have been calling them all day again and again to receive the exact same answer that my request was being processed and there was nothing they could do and that they would let me know an hour later which never happened. The flight was the next day, they never contacted me ever to this day and I ended up begging directly the airline on the phone to help me...Such a shame

In March 2025, I booked two British Airways flights—one directly through the airline and one via Booking.com Flights. Tragically, I had to cancel both due to the passing of a close relative. I submitted the death certificate and all required documentation to both parties at the same time.
British Airways processed my refund within three weeks. Booking.com, on the other hand, has been a nightmare. For six months, I’ve had to repeatedly call, re-explain the situation, and chase updates. Despite all this, my refund is still “in progress” with no resolution in sight.
The contrast in service is staggering. I will never use Booking.com Flights again.

My terrible experience with Booking.com flexible flights (Sydney–Rome)

I wanted to share my recent experience with Booking.com in case it helps others avoid the same situation.

Back in February, I booked a flexible flight from Sydney to Rome. Almost immediately, I realised I’d made a mistake and called Booking.com to change it. There was a fare difference of $330 per ticket ($660 for 2 tickets). According to their “flexible ticket” policy, I should have just paid the fare difference. Instead, Booking.com charged me $750.

I contacted the ACCC (Australian Competition & Consumer Commission) who confirmed I was in the right — Booking.com should not have added that extra fee. The ACCC said they’d raise it with Booking.com, but Booking.com flat-out refused to refund the $150 difference. Basically, I was told: “If you want your money back, take us to court.”

As if that wasn’t enough, the day before my trip I logged into my Turkish Airlines account to choose a seat. The flight that showed up as “default” was actually the original one I had tried to cancel a month earlier. I didn’t notice, selected a seat, and showed up at the airport — only to be told that this booking was for a flight in a month’s time, not the one I was actually supposed to be on. Booking.com never properly cancelled it.

I asked them to refund me for this mistake too, but they refused.

For context, I’m a Genius VIP Level 3 customer (a “hidden tier” above Level 3 for their most frequent users). You’d think that kind of loyalty would count for something, but apparently not.

At this point, this will be the last flight I ever book with them. I understand I made the initial mistake, but I was still entitled under their own policy not to pay an extra fee on top of the fare difference. And the handling of my booking on Turkish Airlines’ system was just sloppy and unfair.

I should have trusted the review and not booked my flights with them.. horrible customer service.. say goodbye to your money. just book directly to airlines

The absolute worst customer service in the travel industry!!! My flight was cancelled, I received a notice/emails from booking/goto gate confirming the cancellation, begin getting calls from goto gate with ridiculous high fare offers to replace the cancelled flight and when I begin pursue a refund for cancelled flight, these scam artists claim the flight was never cancelled!!! Their customer service teams are well versed and coordinated too with this scheme to attempt not to refund any funds! I called numerous times, emailed back to them their own email with proof of the cancelled flight, provided online documentation of a cancelled flight, yet these scam artists ignored every attempt!! Be aware!! Stay away!!