Skyscanner
Reviews and Complaints

I got A e-mail from British Airways that my flight was cancelled due to Covid 19 for my return back home to Inverness from Amsterdam.

This can happen and I understand that we just have to respect that.

We order the tickets whit Sky Scanner but because we got the mail from British Airways we phoned them and ask them the book new ticket to go back home.

Plain and simple we order the tickets whit sky scanner and we have to get in contact whit them.

Okay no problem phoned sky scanner and you can already understand that this is getting a joke they told us that we had to phone British airways to get a refund our plan a new flight.

So back to British airways well you can guess phone sky scanner.

So 5 days of my Holyday I was more on the phone than having fun.

It end that I had to order a ticket myself to be able to go home Cost £190 on top of the £234 return I already paid to sky scanner.

And Sky Scanner is giving me a refund of yes I got a refund of £76 of the £234 I paid And believe me there callcenter workers there English is so bad that I wonder if they even understand what your are saying

This is now taking 8 weeks and I wonder was it wort spending all that time for £76 o ye and I still have to wait 10 more days for the refund.

And then there tricks as well ask if I can speak to supervisor and that had to be a call back same person phoned back pretending she was the supervisor

Used SkyScanner to book flights, selected edreams UK to book flights to Santorini from London. After putting bank details in, I pressed the pay button. It was taking a few seconds to go through process then a message popped up saying the price had gone up, think it was about £50.
Couldn't believe that they could do that. I didn't push any more buttons but had a worrying night till I could contact my bank to see if money had come out. This company had my bank details, who knows what they could have taken out. What edreams did was completely wrong. They can't give you a final price and then change it after you have given them the ok to take your money. Luckily, I wasn't caught out. Its corrupt

I booked flights to New Zealand from Melbourne to fly in August 2021. I searched for the flights using Sky Scanner and a third party company called Flight Network was who I booked with. I paid extra for flexible tickets on both flights because of the uncertain covid situation. In August, the flights were cancelled because New Zealand closed it's borders to Australia. Flight Network emailed me and told me I had two options with my flights, I could request a refund or an open ticket. I called them and said that I wanted open tickets for both. They then emailed me and said the only option for one of the flights (Air New Zealand) was to request a refund so they did this on my behalf. I then received an email that Air New Zealand had declined the refund request. I called Air NZ they said it should not have been declined but Flight Network would have to request it. I called Flight Network again (1 hour hold time) and they said they would request it from Air NZ but again received an email that it was declined. I have just tried to rebook the open ticket flight and waited 1 hour and 50 mins on hold to get through to rebook (the only method they will allow - calling them), and they are trying to charge me a $55 assistance fee to rebook the flight even though I paid for a flexible ticket originally and the additional cost of the new flight which is a charge I understand. What a disgraceful service, they should not be allowed to partner with Sky Scanner.

On 28 October I made a reservation from NYC to Cairo on Skyscanner portal that lead me to your vendor eDreams. I made the reservation with ref. [protected], then cancelled it on the same day. I called them many times and they said I will be refunded within 4 days. Now, almost a month later they request status has not changed and they are not responding. I found out that there are a lot of complaints against this company from numerous travelers, and wonder why Skyscanner would keep such shady business as an associate of theirs.

In case you have a response, or a means of action I would appreciate a reply on [protected]@gmail.com

I made purchased a flexible booking on BA via skyscanner for departure afternoon of 7th Nov. I contacted SS on the 5th Nov at 1.07 pm to advise that I needed to change my flights. I had contact with SS everyday since then trying to reconfirm new dates for departure. Every day I received an email from SS thanking me for my patience and that they are working with the airline (BA) to rebook dates.
This afternoon I was advised that my ticket has been cancelled as I was deemed a no show? I don't know how this is possible given I purchased a flexible ticket and I advised SS 48 hours in advance of the departure of my required change.

I have the full email trail from the 5th Nov to today 12 Nov. and all phonecalls are recorded.

The email I received this afternoon 12Nov at about 16:30 said there is nothing they could do as I was a no show, the person on the phone was again asking me to wait 4-6 hours for them to resolve the issue.

I purchased the above e ticket and wanted to change the return flight.

I was told by skyscanner that this would incur an administrative cost of £50 as well as any additional airline charges.

I feel the administrative charge of £50 is punitive and undeserving and makes me never ant to buy a ticket through skyscanner ever again. UYour policy is unfair and unreasonable

Gerard O'Donoghue

Skyscanner refused refund a flight that has been canceled and my friends have been refunded.

Booking ID
SKYLV-0062739

Ticket number: [protected]

We have got informed that the return (inbound) flight (Flight number: AT272) has been cancelled on 08 September 2021 ( the date of outbound ) and I checked the flight status on that date and found that it was actually canceled on 08 September 2021, so we didn't travel. All my friends that were travelling with me got refunded (they booked with Trip.com). Skyscanner is replying to me that this is not applicable instead of helping me with my case for the refund. There is no logical reason not to get refunded, and I have the evidences that people have got refunded.

I trusted Skyscanner that they only promote reputed providers, but a company called travel look is a fraud they don't book tickets and keep your money. It's been 10 days I m still chasing them for my refund. Since I m a old customer of Skyscanner and I only book my tickets through to that application. I request to Skyscanner please block them and help me to get my refund.

Thanks
Gaurav

RA Number [protected]
Skyscanner [protected]
Booking Number [protected]
Flight Melbourne Australia EY461 to Manchester EY21
Email address - The ticket was sent to our daughter 's email address Mica Weyman. [protected]@gmail.com

My husband and I paid for a flight for our daughter Mica Weyman to fly from Melbourne Australia to Manchester UK on the Skyscanner search engine. Our daughter was due to attend a small family gathering for her nan's 85th birthday. It was the first gathering we could arrange since covid restrictions.

The flight was with Etihad Airline, but due to covid issues the flight was cancelled twice the last 18th May 21. It was apparent after the second cancellation our daughter could not get back to the UK, so we had to seek a refund. I contacted Etihad. A full explanation was provided regarding the refund process & RA numbers etc, so we waited for Skyscanner to contact us. After 3 weeks (9th June) I contacted Skyscanner for an update.

Initially their response and explanation was fair, however since 9th June there has been over 30 email correspondence sent to Skyscanner. Unfortunately, their replies started to become very misleading and dishonest. This was contrary to Etihad 's customer service with whom I also liaised with for updates regarding the refund. They have been very thorough and have kept me up to date with the process and timescale.

On 21st June I contacted Etihad spoke to the operations manager, he confirmed the RA number has been provided to Skyscanner to issue the refund. I was also advised, I should not be waiting this length of time as Skyscanner are fully aware of the process to refund, they have a sales support policy for flight cancellations that they need to follow. I was advised the refund should have been processed by now.
I was advised to email Skyscanner once again to advise them of our conversation.

Following this advice, I emailed Skyscanner - I received the usual cut and paste email reply " sorry for the inconvenience caused we will follow up with the airline. "

I contacted Skyscanner again today after speaking to Etihad -I received the same cut and paste response. The dishonesty is disgraceful.

RA Number [protected]
Skyscanner [protected]
Booking Number [protected]
Flight Melbourne Australia EY 461 to Manchester EY21
Email address the ticket was sent to our daughter Mica Weyman. [protected]@gmail.com

I purchased a ticket for my mother-in-law to fly with Air North here in Vancouver and quickly realized that I had booked the flight for the wrong day. Due to an inability to reach each other, my mother-in-law went and rebooked the ticket for the correct day but could not cancel the other one as it had been booked by me. Air North assured her that because she was rebooking the ticket, my original ticket would not be a problem to cancel and refund. She purchased her ticket and paid the new fare (nearly double the original) and that was that. The moment I spoke to my mother-in-law I began the process of cancelling the ticket.

Skyscanner at first appeared more than happy to help me out, however quickly changed their tone and insisted that the airline had a strict policy of not allowing cancellations. I spoke to Air North and they said that they would approve the full refund. Yet skyscanner continued to claim that it did not meet the airline's policy.

Once again I contacted the airline and they confirmed that this was approved by them. Yet once again, skyscanner continues to say that they cannot approve the refund because of the airline. Next I got the airline to email the specific skyscanner I had been dealing with to verify that the approval had been given and STILL that same agent was referencing the original generic policy of the airline.

Clearly there is a problem with the communication here and it quite obviously lies within skyscanner.

I advise everyone to book directly through the airline. This is a bit of a joke.

Just to make clear, Air North had excellent customer service and were as helpful as they could be. No complaints with them.

Booked flights to Cairns, which were cancelled due COVID etc but am getting no joy with getting any credit as was booked thru Gotogate. Very minimal email contact, telephone numbers which are not connected. Using spurious emails when booking flights, so not real customer service. email saying credit attached but PDF opens as a picture. Would like something done about these scam artists & why do they appear on your web page. How do I get any monies or credit guaranteed? This needs to be addressed soonest.

I sent the following email to Skyscanner on 16th June 21

Good Morning

With regards to the booking reference SKWUK-0058140, 4 tickets from LHR to DXB return on 5th April 21

I telephoned Skyscanner on 23rd February 21 to request a refund due to the current Covid restrictions we would be unable to fly to Dubai.
I chased this refund in April and on 14th May with Skyscanner and was told that still waiting for a refund from the airline.

I then called Emirates direct on 07th June 21, to be told that they had refunded the amount on 02nd March 21.

I then spoke to Skyscanner directly afterwards, still being told that waiting for the refund from the airline, I explained I had contacted the airline direct and they confirmed that a refund was sent to Skyscanner on 2nd March 21, I was then advised by the agent they would email the refunds team to chase.

I telephoned Skyscanner again yesterday, Tuesday 15th June 21, again to be told that still waiting for the refund from the airline, I explained to the agent all of the above and she said if I could get proof from Emirates that it had been paid, which I think is awful customer service, what am I paying the agent for?
I have since spoken to Emirates yet again and they again confirmed that the refund was sent to Skyscanner on 2nd March 21, I asked if there was proof he could send me and was told unfortunately not.

Where does that leave me now, this service from Skyscanner is appalling and would not recommend for anyone to use.

Can you please look into this and advise, and feel at least a way of compensation from Skyscanner is that we should receive the full refund sent from Emirates, instead of Skyscanner taking off their service charge of £110.00 in total

I received the following back

Hello Trevor,

Thank you for your email. Hereby we would like to provide you with an update on the status of your refund request.

Due to the current COVID-19 situation, the airline has canceled your flights. We act as an online agent between you and the airline you have booked your ticket with. This means that the amount you have paid for your ticket(s) has been transferred to the airline directly after we issued your ticket. After the cancellation of these tickets by the airline, we have sent the refund request to the airline and are waiting for their approval and payment of your refund. When the refund from the airline will be received, the account you used for the booking will also be used for the payment transfer.

In the coming period, you will receive status update emails about your refund, which ensures that we are continuously tracking your booking and the refund status. We kindly ask you to avoid sending emails to us about the status of your refund. Be assured; we are constantly on top of your refund request.

As a result of the impact of COVID-19 on the airline industry, these processes take longer than usual. The majority of airlines have announced that it will take several months to process all requests.

We are doing our utmost to get this process completed as soon as possible and we are in close contact with the airlines. We fully understand that the longer processing time does not give you a feeling of comfort. We deeply regret the inconvenience and appreciate your patience.

Best regards,
Vishal
Skyscanner Traveller Support

Clearly, my email had not been read properly,
I replied with

I am not happy with this response

You clearly have not read my email

Emirates refunded to skyscanner on 2nd March 21 it is now
16th June 21, it doesn't take 3 and half months for skyscanner to refund our monies

I will now be looking in to taking this further

Your service is appalling once again

and again the reply was as follows

Hello Trevor,

I understand it is annoying that you have not received the refund yet. I have checked the status of this and it is currently still pending with the airline.
When they agree to the refund and the refund has actually been received, the payback will always be made via the payment method you used when making your booking. So if you made your payment with a credit card, your credit card will be refunded. I cannot give you an indication of when the airline will pay back a refund. Refunds are currently taking longer than usual to process due to COVID-19. I cannot speed up this process for you.

I apologize for not being able to provide you with more positive news.

Best regards,
Vishal
Skyscanner Traveller Support

I then again replied with the following as I am not receiving a satisfactory response to my email

Emirates refunded on 2nd March
I have been told this on two separate occasions

So I am being told conflicting information from yourselves and Emirates

I will be contacting ABTA to find out where we stand on this because someone isn't telling us the truth

I completely understand what you are saying had Emirates told me the refund was yet to be paid but this isn't the case

On 20 May, my partner and I attemped to purchase return flights from Brussels International (Zaventem) to Bari, departing 2 August via Munich with Luthansa and returning 14 August direct with Brussels Airlines. We were directed from Skyscanner to the Travel2be website to complete our booking. After entering our card details, we were taken back to the homepage and received no booking confirmation or tickets.

No booking appears in our name in the "My trips" page, and yet the money (€411.60) has been charged from our account. We have received no response to our attempts to contact them via email or phone.

It feels very much like being robbed, and we are exploring the legal options available to us to get our money back. A very upsetting and stressful experience indeed. Please remove this company from Skyscanner, it is a scam. See the page below from Trip Advisor, which has over 1000 complaints:

https://www.tripadvisor.co.uk/ShowTopic-g1-i10702-k9581243-Travel2be_Review_buyer_beware-Air_Travel.html#110122329

The listed price of one hotel in particular is $140 less than actual amount. Blatant misrepresentation. As there's no way to get a hold of them, my company that used to use them will seek out their competitors now.

I purchased two flights from third party provider Gotogate, while at the same time paying extra for cancelation protection. Later I wished to cancel my booking so contacted the by email. I was told I needed to contact the airlines directly to cancel, which I tried to do. The airlines will not talk to anybody but the third party provider about my booking. Gotogate insist that I must do this and tried to get more money by claiming cancellation fees are required. I actually paid them £20 extra to make two phones calls to each of the airlines. They told me I would get a minimal cash amount back from one of the airlines which would actually be less than the cancellation cost. They didn't bother ringing the other airline. Plain and simply they avoid talking to the airline to extort money from you. Please ban this 3rd party provider from your platform. I will sleep better knowing this is hurting them in the pocket too.

I booked ticket from travel genio.. But due to covid 19 my flight was cancelled. I am trying to contact travel genio but they are not responding me.. They are cheaters.. Here is my ticket below
TICKET:080-[protected] - KUMAR PIYUSH
TICKET:080-[protected] - MS AKANKSHA
Please help me to get my refund..
Plese help me because I already waited more than a year..

Dear Sir / Madam,

I am writing to you to raise an issue about: Scam

The issue that I have experienced was: I booked a flight for my partner, Eoin Staunton, yesterday (15.03.21) for 23:20 from Da Nang to Ho Chi Minh City from Skyscanner that directed me to eDreams who charged his card 34$, sent a confirmation e-mail with ticket details and everything (I have everything saved and can send them through).

The flight was with Flexflight and Operated by VietJet, my partner proceeded to show up at the Airport at 21:30 to not find ANY flight with neither Flexflight nor Vietjet nor any other company as a matter of fact and had to spend the night at the airport and wait for Bamboo Airline's first flight the next day to make it back to his job on time and had to pay for a very expensive flight without hearing anything from you - who charged him for the non existent flight - or the airlines.

It occurred on: 15/03/2021

This meant that Well, we both didn't sleep, spent 34$ on a flight with you that was never there which seemed like a pure scam and had to pay the double of that amount to get him on the next flight, making him miss his first class at school back in Ho Chi Minh City, not to mention the frustration and tiredness from/of it all.

The least that can be done in this case is to refund the flight that was bought from eDreams that didn't exist apparently ( we have all the photos from the airport proving that attached). But in all honesty, we won't ever use your platform again if we're not compensated for all the stress, money and sleep loss you've cost us last night.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Myriam F

Booking Reference [protected]

I booked and paid for a flight on 2nd April 2020 through kiwi.com .
They agreed to refund the ticket within three months but they did not do so and there has been no help or support line with a civil response of any sort only repetitive automated messages.
After I received notification of a refund within three months which didn't happen, I tried contacting them more than several times with no results.

Ref [protected]
This ticket was issued four days ago and the BA flight to Johannesburg was cancelled the next day.
I took out travel insurance as well as ticket cancellation insurance on YOUR website. It was only when I got the certificates of insurance that I saw the insurance start immediately although my flight was only on the 20th January.

I have subsequently spoke to BA who stated that I should be refunded my ticket in full irrespective if I had insurance or not. They stated that you had not provided full information when booking the ticket so I would have to get the full refund from yourselves. You have agreed to do so.

I have spoken to AXA Insurance who state that the insurance must have gone through a third party and not with them direct. The certicate number you provided is not theirs. They also stated that I should be fully reimbursed and if the trip starts on the 20th January, that is when the insurance should start. I NEVER specified it to start sooner.

I have not contacted Colonnaide Insurance but intend to do so but presume that you again have not provided enough details for them to refund me.

I am shocked that you intend holding over £600 from me for this insurance and urge you immediately look into the matter and refund me.
LINDA LONG-INNES

Skyscanner currently advertising an offer from Geneva to London City Airport, 3rd of January 2021, at 120 GBP per person. When going through the flow of any of the websites, price at first doesn't change but when reaching the payment step (after including credit card details), the price jumps to 4, 900 GBP per person. Both Skyscanner and the third party websites should not advertise inaccurate pricing. I could have made that payment easily. Surely this should not be allowed?
Tried to attach screenshots to the complaint but cannot see if they got attached correctly.