One of the worst services I have ever dealt with.
The real test of a travel company isn't when everything goes smoothly. It's what happens when something goes wrong. In my case, Booking.com completely failed that test.
I booked my flights through Booking.com, with the tickets issued through their flight-booking partner. Despite having a valid booking and seats assigned, my family and I were denied boarding at the last minute. And unbelievably, this happened TWICE on the same round trip.
The most frustrating part? The booking continued to appear valid in the relevant apps, and seats had been assigned before web check-in. Yet when we actually reached the point of travelling, we were left dealing with the consequences.
Being denied boarding is stressful enough. Having it happen twice, in front of my family, is humiliating and incredibly upsetting—especially after paying a significant amount of money for the tickets.
What made the situation even worse was the response from Booking.com's customer support. Instead of taking ownership and properly investigating what happened, I was repeatedly passed around with little to no accountability. Nobody seemed willing to answer the most basic question:
How could a booking that was shown as valid, with seats assigned, end up with passengers being denied boarding?
I paid Booking.com for a travel service and reasonably expected them to stand behind the booking when something went seriously wrong. Instead, I was left to deal with the airline and ticketing agent myself while Booking.com effectively washed its hands of the situation.
This isn't about expecting perfection. Mistakes can happen. What is unacceptable is the lack of accountability when the customer suffers the consequences of those mistakes.
I strongly recommend thinking twice before booking flights through Booking.com if you expect meaningful support when something goes wrong. My experience has left me with zero confidence in their flight-booking service and customer support.
Booking.com — I am still waiting for a clear explanation of what went wrong, who was responsible, and why my family was put through this ordeal despite having what appeared to be a valid booking.
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