CB Travel Agencies and Tour Operators Booking.com Complaints #2-21

Booking.com review: Flight change

Nic Whalley of AU

Jun 29, 2026 4:43 am UTC

Verified customer

Featured review

My wife and I had premium economy flights booked with ANA to fly from Sydney to Madrid via Tokyo and Munich on the 2nd of June 2026 with a return (same route) on the 23rd of June 2026. When we went to check in at Madrid airport at 5am for a 7am flight on the 23rd, we were told that the leg from Madrid to Munich was not booked, despite the fact the remaining legs were booked and confirmed. The flight was full and we could not get on and was told that any later flight would not get us to Munich in time. We had to subsequently cancel our ANA flight and were re-booked on an Emirates flight 9 hours later, economy class. This flight left one hour late, and so we missed our connection in Dubai, meaning we had to wait another 8 hours there to get the next (economy class) flight.

Claimed loss: The difference between the price we paid and the flight we got - AU$3,600. Also, expenses for the two delays & the loss of access to the business class lounges which were allocated equal to $300

Desired outcome: Please refund this difference, contact me and explain what happened and apologise for the inconvenience, distress and negative effect it had on our special anniversary holiday overseas

Confidential Information Hidden: This section contains confidential information visible to verified Booking.com representatives only. If you are affiliated with Booking.com, please claim your business to access these details.

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p.downham@booking.com

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Herengracht 597, Amsterdam, 1017CE, Netherlands

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Aug 12, 2026
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