Extremely disappointed with their customer service
Extremely disappointed with Booking.com's handling of our complaint. We contacted them via chat five days before a flight to request a change, as our traveller couldn't reach the departure city in time due to a ferry disruption caused by weather. We were told the flight could be changed and that we'd receive an email confirming the outcome — that email never came.
We followed up repeatedly by chat and phone and were told each time the request had been escalated, including a confirmed escalation from a representative 5 days before departure. Despite this, we never received an outcome before the flight, and had to buy a new ticket at our own expense.
To make it worse, Booking.com's written responses kept misrepresenting our complaint as an airline schedule change (it wasn't) and falsely claimed we'd been advised before departure to contact the airline directly — we have no record of ever receiving that advice, and if we had, we'd have acted on it.
We've asked them to properly investigate, review the chat/call records, and reimburse the additional costs caused by their failure to respond — but keep receiving generic, inaccurate responses instead. We've lost all confidence in their customer service and won't be booking with them again. Their customer success team is set up to send you round and round in circles and give up. Since then, we have read many other reviews that tell a similar story. Make it easier to contact your team