Robert Gerlach

I have been a Booking.com customer for many years and have booked extensively through the platform. Unfortunately, my recent experience suggests that something has changed, and not for the better.

Booking.com displayed incorrect airport and departure time information for my flight. This caused me to go to the wrong airport and incur direct costs. Booking.com has acknowledged in writing that incorrect information was shown on its platform.

Despite this acknowledgement, customer service has repeatedly sent the same template response redirecting me to the airline, which has already refused compensation. There has been no substantive engagement with the facts or with EU consumer obligations.

At this point, the behaviour amounts to stonewalling rather than problem resolution.

I am posting this to warn other customers: do not assume that Booking.com customer service will take responsibility when something goes wrong, even when the platform itself has acknowledged an error.

This is not the Booking.com experience I was used to in the past.