Booking.com Reviews 420

Absolutely horrific experience with booking.com flights. Was booking to update a cancelled flight and as has happened before if the flights are a few days out they revert to the next month. So booked and paid for extra leg room seats 20 kgs check in luggage. Was then sent the flight details and realised it was 14 March not February. So cost me an extra $700 to change the flights. On arrival at the airport … we didn’t have 20 kgs check in and didn’t have the extra leg. room so another $200. Lesson learned. We will NEVER book with 3rd party. Especially Trip and Booking.com that uses Gotogate. Insurance claim coming up for $1300 in extra flights due to being ripped off by Booking.com. Will also change to Agoda from now on for our hotel bookings.

I wish i had read the flight reviews for Booking .com .. Booked flights, took payment , then immediately cancelled ..Note saying ''Refund Sent,, it usually takes 2-3 working days to show in your account .. I think this is a scam for them to take our money ..We are awaiting for the refund ..horrendous

I will never ever book a flight at booking. com again. My flight was late, so I missed my connecting flight. I had to book not only the connecting flight again, I also had to book a new return flight (because my connecting flight was a no-show, and so the Austrian airline canceled my return flight automatically). This trip cost me double the amount. Booking.com confirmed all my flights, even the return; they never answered my phone calls or letters. Booking.com is an absolute disaster.

DO NOT USE THEM FOR INTERNATIONAL FLIGHTS!!
We flew last Christmas through them, and that was the worst most expensive mistake I made. I thought I was being smart by saving 5000AU$ by going with them for a trip to Europe and Africa, since they use a combination of good reputable airlines and cheap mediocre ones, one of the cheap ones delayed the flight by 14 hours!! Which let us to miss a connecting flight!! I was on the phone with booking. For many hours to no avail, I spoke with countless agents and they all gave me different informations and none of them could find us a replacement flight. I had to purchase one way ticket for a family of 4 worth 8000 AUD …
Please do yourself a favour and stay far away from them.
My resolution is you can’t afford buying tickets from the airlines then you can’t afford travelling that time period

Booking.com flights is a scam.
We booked a flexible ticket and were unable to make the date planned. So we tried to change the date (an option which we paid for if needed) and they tried to charge us full price for new tickets. We explained that the flexible ticket package included the price of the fare difference and we could see the price was the same as the orginal price paid. They said they would get back to us and never did. We recontacted them and they said they were unable to help due to an error and they would reach out in 24 hours. Of course they did not do this. So we contacted them again and asked to speak to a manager and they refused. They said they aren't allowed to speak to their own manager or the booking team (makes no sense). On customer support person stated that I had ages before the flight so I have to wait. At this point I had been trying to change my flight for 3 weeks and had 2 weeks prior to my holiday. My flights were never changed.

I booked a flight on booking.com and due to an error in their system while booking, I ended up with a flight that was booked twice. I asked to cancel one of the flights and it became a pingpong game between booking.com and Wizzair. I finally got a confirmation that partial refund (only!) was possible, which booking.com now says Wizzair will reimburse as a voucher, so not back onto my bank account I paid the flight with. This is not legal according to European legalisation protecting consumers. I needed to contact agents on the booking.com chat, but they constantly tried to send me to Wizzair to get more info etc. After being a good client with booking.com for years, I'm very disappointed in the way the handled this.

I needed to ask for a refund with a delayed flight, the airline insisted me that Booking was the one who had to manage it, and even though I tried for months, eventually I gave up since Booking was not doing anything to help me an assist me with a proper customer service.

I inadvertently made a duplicate booking for a Ryanair flight on 29th September 2025 . For 4 months I have tried to get a refund. The trip was on 17th November 2025. Ryanair say its not a fault of theirs and Booking.com is not an AUTHORISED agent for them. Neither will contact the other. I go round and round in circles mostly talking to Chat Bots.
Disgusting customer service from both Ryanair and Booking.com. They've had £500 of my money for 4months and you can't talk to anyone who has my interest at heart.

I purchased a flight ticket advertised with a flexible option. In practice, it is impossible to change the date.
When using Manage Booking on Booking.com, multiple alternative flights are displayed with £0 fare difference. However, their partner agency, Gotogate, later states that these flights are not eligible for a change.
I explicitly asked Gotogate to identify any eligible flight within the next two months. They confirmed that none exist, which contradicts what is shown on Booking.com’s interface.
Gotogate then advised me to contact the airline directly. The airline confirmed that a date change is possible only by paying USD 175 in change fees, plus any fare difference.
This demonstrates that:
The ticket is not effectively flexible.
Booking.com’s booking management interface is misleading.
Responsibility is shifted entirely to Gotogate and the airline, despite the purchase being made through Booking.com.
I have documented all screenshots and written communications, as this appears to constitute a misrepresentation of the flexible ticket option and is now a potential legal issue.

We booked business class flights from Melbourne to greece last year with booking.com the leg going there was ok but our flight back was absolutely disgusting. We pad business and didn’t get our business class seas. After 5 months we are still fighting with booking.com to be compensated for our flights that we paid for and did not receive.
Every time the customer complaint centre emails us back they keep coming up with excuses that they can’t help, then we have to fill in forms, show proof that you paid and so on.
Mind you we have email correspondence by booking.com 5 times that we have business class seats. We showed then the emails, the invoice we paid to THEM .
The last email they sent us was yesterday 5 months on stating the we need to take it up with the airline and get compensation from them.
We paid booking.com not the bloody airline.
Every time we get a response we get the same lies. We have asked for a manager to call us and nothing.
I will be taking legal action soon on them, they think by emailing back and forth that I will give up.
Hmmmmm no I won’t.
Do not use them to book flights. They take your money but will not pay back what we are owed when they have stuffed up.

They are thieves. I bought a flexible ticket and they wanted to charge me again for the change. The customer service is very bad. They dont help. If you dont want to lose your money dont buy tickets with them

It's just unfortunate there is not a zero or minus rating available. I had a flight booking made thru the app. Unfortunately, I had a medical emergency and had to go through a surgical procedure which prevent me from taking the holiday and flight. I was well within the timeline for full refund, and the app confirmed this when I cancelled. It is now more than 100 days since this and I have yet to receive my refund. This is after countless live chat discussions, phone calls at my expense, and all to no avail. I keep being told the same thing over and over by automated agents who are of no help whatsoever, and I am still awaiting a cancellation reference number so I can contact the airline directly (I know, ridiculous, but I was informed to do this during a live chat session). It is by far the worst, most incompetent customer service I have ever experienced and would urge anyone to avoid going forward or stop using full stop.

I booked flights through booking .com. The airline changed the airport we were departing from and then changed the return dates. The flights were cancelled . Booking.com are the agent we booked through and their support to the poor customer is AI assistance to get a refund. This process consists of filling out the same form countless times and eventually this loop lasts for several days at which point they send you phone numbers, two are AI assistants, one is America. The correct number to call to speak to a person for uk flight refunds is 020 39019061. Have your reference number to hand and they are very helpful. It takes months to sort out. Also use the Martin Lewis guidance, its very useful. moneysavingexpert. Type in travel/flight-delay-compensation/

Poor support! Don’t risk your money and your trip. Tried to charge 400% more than buying new ticket when I wanted to change my date. Saying that they have tried to contact me by phone but it never rang! Clearly that person has no courage to talk to me by phone. Just sending generic sentences by email.

Stay away. Stealing money and then customer service beyond useless. Always book directly with the company

Worst experience ever.
We bought 4 transatlantic round trip tickets last summer in business class with Booking.com. This was going to be a once in a lifetime experience as we don't usually fly in business class. After booking the flights 2 months ahead of time, my wife received a new passport with a very minor modification on it. We contacted the customer service who told us no problem, they'd take care of it. Then 4 days later: problem... they can't and we need to loose that ticket and buy another for 3000 USD extra. They also said we could contact the airline directly if we wanted. We did, and they said only the customer service could request this but it could be done.
Back to the customer service: they couldn't and didn't want to do anything.
This lasted a month a half (with the customer service of Booking.com eagerly calling us back to find out if we had bought our new ticket to cancel the one we had without (=> I'm assuming they would then pocket the fees!!!!!!).
We didn't.... I had to drive 2 hours to the airport, speak with the airline representative there to make sure we wouldn't have an issue. They were nice and helpful.
We were able to fly with that ticket without any issue contrary to what Booking.com customer service indicated. We avoided having to pay at least 3000 USD extra for no reason.
A lot of stress during the two months leading to the flight... and an experience of a lifetime which was pretty much ruined. NEVER AGAIN!!!!!!!

Had a horrendous experience trying to deal with GotoGate who handle booking.com flights. Thoroughly disappointing as I use the website constantly for accommodation but will never use it for flights again. Don't risk it - if anything goes wrong there is no decent support

Was charged 60% more than a new ticket, when I wanted to change my flexible booking.

A new ticket on the requested day is 777$.
The charged me 1120 $ on top of the 777$ I already payed.

Flexible ticket on booking. Com is obviously a HUGE SCAM

We booked flight through booking.com for our trip.

On the day of Travel return flight cancellation email received. Its a nightmare to find flights on last minute.

For refund we already contacted Airline and they have already issued refund before 40 days. Still they have not transferred refund to us.

Worst experience Ever

3 days before flying I found out that the first flight in a series which would get me home for Christmas was cancelled when I phoned the airline because I was having difficulty booking a meal. The airline told me that the flight had been cancelled several months previously. I phoned Booking.com (Go to Gate) several times and was told just to wait, they were waiting for the airline to confirm the seat on an alternative flight. I decided to be safe and speak with the airline, who sorted the booking. Go to Gate never sorted the issue - it's still showing now with the time of the flight which never took place. I asked at the time for a manager to call me, they said they would call within 24 hours but no one called.