Skyscanner
Reviews and Complaints

I booked a flight through Skyscanner and then chose one of their suppliers/online travel agents Flyfar/FlightNetwork to book the flights online. In one of the boxes I have accidentally put my name in "Dom" instead of my wife's name "Linda". The e-ticket was sent to me with the name Dom Muriel Valastro and I have contacted them to correct the name. They have instructed me to cancel the flight and re-book with the correct name rather than change it at their end. I have sent them a copy of my wife's passport assuming that by seeing that the passport number on the online form, this would indicate that a mistake had been made. They have referred me to the policy and terms and conditions and determined that changing "Dom Muriel Valastro" to "Linda Muriel Valastro" constitutes a name change not a name correction. The difference in this conclusion is that I need to (1) cancel my flight (2) accept a penalty of $700 (3) re-book the very same flight at now a much higher cost. A name correction would not require that. I have yet to determine if the mistake was at their end or mine so I have asked them to forward me the online form. My complaint is that their conditions, in this case, are grossly unfair as it looks like this oversight will now cost me about $900 and potentially mean that I may not be able to secure the same flight for my wife. I don't want to cancel the flight and I don't want a refund, I just ask that reason would prevail and that a simple mistake be corrected. I am preferred to cop a fine but not at $700-900.

Today I bought round fare airtickets yerevan - katowice-yerevan with lot airlines for march 11-17. I got a notification from my bank that the payment of 211 gbp was successfully made but I got no confirmation of my booking on email nor I got my etickets. I have contacted lot but they said they cant see any tickets bought by me. But they do see that the booking was made and was cancelled soon after. I dont know whats the problem but I need those tickets asap. I am going for a business trip and need to make many reservations asap. I hope you will find a resolution to this aweful incident very soon or I am sorry to tell you but I will have no other choice as to take this matter to the court. I dont think this will be any good for your reputation.
Hope to get a positive response from you asap.

I have booked a 2 way ticked for india, and at the time of booking tickect prices shows 542 euros and when i have booked the ticket 569 euros deducted from my account, then when i send a mail to kissandfly about deducted money they said that you have to contact Skyscanner about this but the price of your ticket is 569 euros, then why you guys shows the price 542 euros in your web page that's means you guys make me fool by showing wrong price. I want my remaining money back.

Booking Ref no: FMNID108SHFVBK
Flight Jakarta Lombok return with Citilink
Deborah J King
3 Adults and 1 child
Total price paid IDR 8, 565, 000
through Via id

My e mail address [protected]@yahoo.com

I ordered the tickets through your website. As I was making the order the price mysteriously changed and was about 300, 000 more expensive, it stated there was a price change. How can that happen half way through the booking? I thought I was paying 8, 006, 000 IDR the price originally quoted. When I paid and looked at my credit card receipt you charged me 8, 565, 000 more than 500, 000 more than quoted. I did not ask for insurance, but there was an extra fee that was not clear on your website going through via.id.

And then when I checked with Citilink 's own website the exact same tickets would have cost me only 7, 454, 000 IDR. So that means I have paid more than a million more using your website. I feel totally rippd off using your website and would not recommend it to anyone.

I had booked a taxi service through skyscanner to take me from Naples airport to Ravello on the 24th of August. When we arrived the taxi service did not show up and I contacted the help number on the confirmation invoice which I was sent. When I called, they informed me that the taxi was cancelled and for no reason. I was going to a wedding and could not be delayed so I had to take a more expensive ride with another taxi.

I demand refunds for the money I paid. If this is not resolved within a week, I will take legal action against skyscanner and the taxi company for monetary compensation and the stress you have put through for the last three months.

Skyscanner is linking to third party booking services, such as edreams, which are effectively a scam (they have no contact phone numbers or email address to follow up issues or complaints. There is clearly a systemic issue here).

Skyscanner provides no contact email on their website for complaints (like edreams you click on the link and it does nothing or takes you back to the start - so you make no progress and give up).

13 Nov 2017 booked flight tickets from London to USA return for 02 Dec 2017 by Delta Airlines and Virgin Airlines.
Booking confirmed by Travelup and payment of Pds.1024 taken. Email received confirming the whole trip Booking No.TU1067620 and Airline Delta
Reservation No.MPPK7Q with promise to send E-tickets within 48 hours.

Very surprised at Travelup's telephone call today afternoon saying that they can not issue my E-tickets as the airlines are not issuing E-tickets to them because the ticket prices have gone up. I complained vehemently at their
misleading confirmations to customers and un-reliability, and lack of committment. They replied that they can return my moneys and promised to have my Credit Card Account credited tonight, which has nit been done yet.

You are advertising Travelup for all airline ticket deals. This is misleading for all users who can end up with a messy and losing situation as me.

They use gotogate as an agency for booking flights when plenty people have said what a scam they are. For instance I tried to claim a refund on my cancelled Air France tickets of the airport taxes which you're quite entitled to and gotogate replied that there was no point in doing that as their fee (for what I don't know) would exceed the amount of tax refund due! No figures actually mentioned. They are also very unresponsive to emails. No way of contacting skyscanner directly to tell them this, which isn't satisfactory.

I just made a booking but the wrong flight has been booked. I double checked and triple checked that i was booking the correct flight but when I received the confirmation I saw that city bookers had changed the times of my flights and now both flights are for completely different times than I selected. I booked the flight leaving Abu Dhabi on November 3rd at 11:30 and arriving in London at 6:30 pm, not leaving Abu Dhabi at 5:15 am. I also booked the return flight for 8:05pm on November 3rd not 8:25am. The flights I received are not the flights I booked.

I have contacted the company but they have yet to reply. I am positively sure that I booked the correct flights and the company changed them. I am so angry as now my flights both have 6 plus hours lay overs in Oman and the flight returning on November 5th leaves 12 hours before i intended. I booked the flights I choose as they didn't have long stop overs and I needed to be in London until 6pm Sunday evening November 5th.

Booking Number: CB1036346
Booking References:GDS PNR and 3RFKD2

Kind Regards,

Amy Harrington.

Hi Complaint Board.

I really love to use Skyscanner website on my searches and flight purchases. The most recent business trip has been bought on Skyscanner, and I travelled on 11th Oct to Munich. It was a same-day round-trip flight from London - city where I live.

After a quick research, I was redirected to a website called OPODO where I could proceed and complete my booking.

The issues had started since the very beginning when they spent days to confirm my flight. I was instructed to get in touch directly with the companies to confirm the purchase and also the trip. These things are supposed to be sorted by the company you have purchased the products from, not by its customers. After coming back home, I requested a copy of the invoice with my employer details for reimbursement purposes.

Unfortunately, this OPODO has been ignoring my request as well as disrespecting the consumer's right. They simply hung up the phone on me more than once and they refuse to provide me with the requested invoice.

This is not just a case of delay. It's a case of disrespect. The website doesn't work well, and the customers need to do the job that the facilitator supposed have provided.

So, I decided to get in touch with you to complaining also against Skyscanner once they have directed me to this 'third class' OPODO website in the first place.

I would be grateful if you guys could exclude OPODO website, form the pool of the companies that appear on the research on Skyscanner to prevent other people from being harmed and cheated by them.

Here is my reference number in the case you guys want to investigate and take a closer look at my situation. My reference number is [protected] at OPODO.co.uk

I would appreciate if you guys could get back to me to let me know about this complaint outcome.

Thanks in advance.
Marcelo Storino ([protected]@gmail.com - +44 [protected]) I prefer being contacted by email or text message.

I have just spent well over an hour trying to book a flight from London to JoBurg using Travel Up. The site claimed that none of my 3 cards worked. All 3 were declined using the site and the agency helpline was useless.

My bank, at the same time as this was happening, confirmed there were no blocks on any cards. Travel Up when I called to confirm this had no explanation. I was concerned and viewed the various other complaints about Travel Up.

Why are they allowed to offer their services through the Sky scanner site when their conduct is dubious? I finally used another agency and the card went through immediately.

There is something wrong with Travel Up. Beware.

We purchased the tickets (2 - Adult, 1 " 3year old child, 1 " 5months old infant) through Travel Trolley (Southall Travel) for travel to Sri Lanka and back. They issued the e-ticket on 29th July and everything was fine until we went to the Birmingham airport today [protected] 5am " 3 hours before the departure).
Qatar airlines said that there is no confirmed booking for the ticket that we hold. Until around 7.30am the airline staff tried their best (but not successful) resolve the matter by calling to various places including the travel agent. After getting back home, I spent till evening, calling Southall Travel to the matter resolved. They insist it’s airline's fault and expecting the dispute with the airline to be resolved by Monday and I do not have any choice but to wait until then.
Furthermore when I call Qatar airline, they are willing to issue us a new tickets, if the agent is ready to pay them (which was rejected by Southall Travel)
I was not seeking to get any compensation from the situation but just want someone (Qatar Airlines or Southall Travel) to issue me a ticket so that I can take family to Sri Lanka during this two week school holidays.

I am travelling 16 October to 20th October from Edinburgh to malaga, for this I did choose skyscanner to book flights, skyscanner gave me 2 different airlines for 2 journeys from Edinburgh to malaga and malaga to Edinburgh and I booked my tickets via jet2 and ryanair respectively. I saw my emails to check in and noticed that I am coming back from Malaga same day as I am leaving from Edinburgh which is 16th October. I am pretty sure that I put the correct dates in your search engine and because of this all, my tour is totally messed up, and I called to ryan air to sort out the this issue and it is costing me fortune to even change the flight. I have booked my hotel, my rental car, airport parking and ticket for Edinburgh through jet2 and I do have enough money to pay to change the flight, who is responsible for that and what I am gonna do now?

Ref: TU1029146/ 1042162 I found flights through the search engine skyscanner and it directed me to the travel up website to book flights. The flights were via JFK to Buenos Aries. The initial time I processed the payment it didn't go through the second time it did however the flight times and dates that came through are completely different going via Fallas and Miami. I contacted the company the same day and I was advised I had to email the complaint to them which I did. It was a last minute flight I am due to fly on Saturday. Travel up are now trying to charge me in excess of £400 + to change the flight back even though this was there mistake. The company are appalling they have taken days to come back to me after numeros calls and emails not being answered. While this is not Skyscanners fault they need to stop endorsing such companies as it will affect the trust I have in the Skyscanner brand. N Reeves Brown [protected]

I booked to fly from Seville to Birmingham via Barcelona and had to book a few flights in order to do so. I booked my flight with Monarch for the 13th October, unaware of the issues with monarch and skyscanner did not inform me. I demand a full refund of the flight. I am absolutely shocked at the lack of information demonstrated by such a website and request that my issue be resolved.

i went to buy a ticket on sky scanner; it offered me a ticket from Brussels to Larnaca return: outbound ticket was as follows:
Brussels to Athens departs at 20:40
Athens to Larnaca departs at at 08:00 (+1)
for 206 euros

I proceeded with this booking and it offered me a number of agencies to buy this ticket at 206.

I chose TRIPSTA.CO.UK

after i paid i found out that TRIPSTA booked me a ticket that departs from Athens at 10:30am instead of 08:00am that i saw on Skyscanner for that price.

This is cheating your customers; the customer should not become an investigator and assuming that the agent will trick the customer and offer different times from the ones that s/he saw on sky scanner; if SKYSCANNER continues collaborating with such unprofessional agencies we will be scared to check skyscanner again; Now i need to wait at the airport for almost 11 hours so need to get a hotel which will cost me another 150 euros.

The minimum SKYSCANNER could do is to contact TRIPSTA and book me on the 8:00 AM flight that showed me on sky scanner without me incurring any expenses. I feel cheated plus would cost me an extra 150 euros to book a hotel.

i hope you can deal with my problem.

best

Hi,
I am making a complaint regarding the car hire I booked through sky scanner. I made a booking on the 29/09/17 in the morning with a company called dollar therifty car rental Heathrow which I booked through Skyscanner. Skyscanner confirmed my booking and gave me a reference number- 4227576. Skyscanner said email would follow shortly but never did. When I arrived at Heathrow 29/09/17 evening I called the car rental company but no answer as the offices were closed.this left me stranded at Heathrow Airport for hours. I have now spoken with the car rental and they have no booking of me. £250.00 has been taken out of my account. Skyscanner has failed to communicate this with the car company. Please contact me on [protected] as I am here for a limited time and need this sorted ASAP.
Mr Octavio Lopes

I booked my flight on September 15, 2017 leaving from Norfolk, Va to Rochester, Ny.
Received my confirmation, didn't look at my booking until last night. Notice not only my time was wrong but flying into Buffalo, Ny instead of Rochester...

I have never booked with Skyscanner before. Is this reoccurring issue your company have? I called united to see what could be done. I'm not happy with this situation!

I booked ticket through sky scanner and then diverted to city bookers to book 4 tickets from cairo city to dubai via yanbou airport, i was surprised when the check in desk in cairo airport told us thet you can not ride the airplane, and told us to go and book another flight .
Till now we didnt get the confirmation of the refund of these fake tickets .
I aproached them several times without any confirmation for the refund.

To Whom it may concern

I am writing to advise you of some issues that I have had with regard to Travel Up agency, following the hospitalisation of my partner, meaning that we are unable to travel tomorrow with Virgin Atlantic from LHR to LAX as planned. I have attached a copy of our e-ticket for reference. I contacted Travel Up at lunchtime on 11 September, as soon as we realised that we were unable to travel, asking what I needed to do with regard to cancellation/refund or our preferred option - to transfer the tickets so that we could go at a later date. At this point I was unable to trace a phone number to speak to them directly.

I received a response at 7.14 pm the next day, 12 September - a significant amount of time when this close to the original departure date (also within the chain below). The reply simply stated that the tickets were 100% non-refundable, although we could get back approximately £21 per ticket related to airport taxes. I responded the same evening, asking again whether the tickets could be transferred as our preferred option.

At 10:45 am on 13 September (2 days before we were due to fly), I received an email stating: "Please be informed that the changes are permitted with a charge of £250.00 per person. You may also need to pay any fare and tax difference depending on the seat availability. Please reply us with your new travel dates to check the seats availability and the total cost involved.". There was no mention of the fact that the "difference in fare and tax" would be completely invisible to me with regard to the fares that I could see when looking at available flights in order to make a decision on when we would be able to transfer to.

As soon as I saw this email, I telephoned Travel Up, having obtained the number from the email, as I wanted to confirm whether there was a time limit as we will be unable to travel until next spring. The call was answered, I gave the booking reference and asked to speak to Martin Vincent, who had dealt with all correspondence to date. I was advised that he was busy, left my phone number, and was advised that he would call me back.

Conscious that we were very close to the original flight date, after about 2 and a half hours waiting for a call, I emailed again asking about timescales, and that I was happy to be advised by email, to which a response came through about an hour and a half later. Following this response, I looked to see dates and times of Virgin Atlantic flights, and selected the outbound 11:15 am flight from LHR to LAX on Saturday 5th May, and both inbound tickets to the 20:55 from LAX to LHR on Friday 25th May. At this time, the fare showed as £497 per person for these flights. I confirmed this by email at 9:44 pm on 13th September.

While I fully expected there to be a fee that may be slightly more than the £250 per person that I had been quoted, having identified flights that in reality were cheaper than our original tickets, I was not expecting a response stating that now, on top of the £1, 088 that we had already paid, we were being asked to pay an additional £441 per person to transfer the tickets. This is only about £55 less than buying the replacement tickets from scratch, on top of having already spent £544 each on them.

While I completely understand that all of the above relates to Travel Up and not Skyscanner, I thought that you should be aware of this, due to the fact that as agents they are effectively selling under your name.

I am hugely disappointed, having "lost" our holiday in the first place, to think that we had a chance of still going when my partner has recovered, for this then to be dashed as we simply can't afford to pay twice for the flights. We were hoping that both Virgin and Travel Up could keep the business if we transferred the flights, however this has not been possible.

Please could you acknowledge this email? I understand that there is little that you can do for our situation, and again would like to stress that my issue is not with Skyscanner, but with Travel Up, who I believe have used deliberately vague and misleading language within their emails. Their final response with the charges has come through on a tight deadline to confirm to them by 4pm today, which pressurised me into making a decision. Unfortunately, that decision has had to be to cancel the flights. If you are aware of any ombudsmen type bodies that I can take this to as a complaint, I would be really grateful of your advice.

Kind regards

Tracey Tuffin