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Booking.com review: Airline booking

Neeil of US

Oct 10, 2023 6:38 pm EDT

Verified customer

Featured review

I booked my flight via booking.com on August 28th, 2023 (Confirmation number: 40-[protected]). The flight was canceled by the respective airline (Kuwait Airways) on Oct 5th, 2023. On approach, they made it clear that booking.com would be the only people whom I should contact for any query.

Now booking.com is not providing me with another ticket with an alternate airline. And the said airline has no other flights around my travel dates.

After talking for an hour their representative, Sai Salunke, said multiple times that booking.com does not provide alternate arrangements with other airlines. Their only resolution for a ticket booked well in advance, canceled by the airline so late that the ticket prices are now doubled, is a refund. It means that they are engaging in predatory policies by making the customer pay for the heavy difference in ticket prices, without providing any support for any kind of alternate booking.

Moreover, there is no supervisor available to resolve the issue. The sad part of such companies is that they have transferred customer service to Asian nations, where the state of customer service is very irresponsible. This makes it even harder to receive a satisfying resolution.

It leaves me wondering:

What kind of travel agent would not help their customer by making alternative arrangements?

What kind of travel agent would keep working with an airline, which cancels tickets on their own, and does not provide complete knowledge of this to their customers? These things should be mentioned on their website in bold by clearly stating how many times (a percentage) a particular airline has canceled their flight and what happens in such a scenario (i.e. no support is provided by booking.com and that the customer is on their own).

Hope others learn a lesson from it and never choose booking.com for their travel needs.

Desired outcome: Book a flight with an alternative airline. I am, to some extent, flexible with the dates. I can travel 10 days earlier (any date in 10 days prior to my travel dates) for both outbound and inbound travel.

Update: I was told I shall receive a call from a "supervisor" in two hours. Two days have passed by and never received that call.

DEAR CUSTOMERS: Please take your business elsewhere. They do not need it.

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