Skyscanner
reviews and complaints

Hi, I booked flights with eDreams from Sydney to Dublin, to a value of almost AUD$2,000. I phoned to make a simple name change and they informed me this was not possible (it was, Etihad made another name change no problem for me!) They lied, cancelled my flights, took my money and sold my flights to someone else! This separated me from the rest of my

family on the same booking and forced me to rebook costing me an additional AUD$4,500! I was promised flight credit to use and they have not delivered! These flights were booked in April 2022 and cancelled in July 2022. I have been in contact a lot with them, weekly at moment with a promise this would be resolved in 48- 72 hours and it never is! It is almost 4 months of contact and the worst customer service I have ever experienced.

Complainant:

Edward James Moran

41 Poppy Lane

Stockton on Tees

TS198FL

United Kingdom

Monday 24.10.22

Whilst using your platform to try a book flights from Newcastle airport to Santiago, Spain your website gave me the option to book through Kiwi.com. I clicked on the kiwi.com button and proceeded to book the flights. I followed their online instructions and proceeded to pay for the booked flights. The next day the booking was cancelled by Kiwi.com by email and I was informed the tickets were sold out. I went back on their website and opted for a refund. I proceeded to book another flight through your website and once again I was directed to Kiwi.com where I once again proceeded with new flights and payment. Once again the next day I was informed by e mail that the flight was cancelled/sold out.

I then checked my bank account and discovered that the 1st canceled booked ticket transaction was pending (£1200.18) and the 2nd canceled booked ticket transaction of (£822.87) had already been taken from my account.

I then contacted Kiwi.com by telephone to discuss why they had taken money from my bank account when no tickets had been purchased. They said that the money would be returned to my account. I then contacted my bank and told them not to proceed with the pending transaction. they told me they would have to contact Kiwi.com for this to happen. This duly happened and the pending transaction is no longer on my account.

Saturday 29.10.22 I contacted Kiwi.com to ask why they have taken out (£822.87) from my account when they had canceled the 2nd ticket? They said that the money would be in the form of credit which I totally rejected and demanded a full refund. The woman I spoke to 'Monali' said she would pass my enquiry onto the payment team. Below is a cut and paste from my log in account with Kiwi.com

Kiwi.com Credit

You can receive Kiwi.com Credit as a form of refund. Use it to pay for bookings and services.

Your balance

£822.87

Valid until 25 October 2024

Transaction

Deposit

25 Oct 2022

£822.87

Kiwi.com

For more info, open Help

Manage my booking

Standard Ticket

Plus Services

Newcastle upon Tyne Santiago de Compostela

We’ve confirmed your booking

BOOKING NUMBER

[protected]

BOOKING STATUS

Confirmed

We’re happy to say that your reservation is confirmed. 🎉

The carriers haven't sent us all the reservation numbers yet, so we’ll send you an updated e-ticket as soon as we have them.

You can already manage your trip, choose additional services, and start preparing for your journey.

NB. During my 2 conversations with Kiwi.com I felt like I was being scammed. The conversation with the 2 different people who were not British did not fill me with confidence that I would get my money back. I am 59 years old today and my experience tells me that this company is not that professional if a viable company at all!

A cursory look on the internet about this company does not fill me with confidence whatsoever and my complaint to Skyscanner is why are you facilitating this so called company on your website? I have previously used skyscanner many times and never had a problem.

This week has probably been the most stressful week I have had ever purchasing via the internet. I will also be contacting Lloyds Bank about this particular company about its dubious operating model.

Regards

EDWARD MORAN

Hi there,

I have booked the ticket direct from Skyscanner for 23rd Oct 2022 but didn't receive any info about change of schedule there were many follow-ups and and many email sent @ info.[protected]@skyscanner.net and [protected]@e.skyscanner.net they change the schedule from 23-oct-2022 to 24-oct-2022, although this was a big loss for me, and my availability is very important on the day i booked but i agreed with the change of schedule, tomorrow was my date of travel but still i didn't received an confirmation from there is a lots of emails and follow-ups made but no response.

flight details are as attached.

booking reference: SKYSA-0057334

Hi Skyscanner team,My Ticket [protected]) with Booking ID SKWUK-0583273(Online check-in number : VWFIRZ) is been booked by Skyscanner from Edinburgh to Bhubaneswar for Departure :16:45 Friday 24 December 2021 & Arrival :17:50 Saturday 25 December 2021. Due to a family emergency I had to travel early and tried to reschedule this ticket but Skyscanner team  didn't offer me any option.So I had chosen to keep it open for 1 yr.

Now again I am trying to book against this ticket but Skyscanner team are just playing around saying no ticket are available. Whereas when I spoke to British Airways customer care they said it is very well available and I could book ..but but Skyscanner team is just delaying things so that the 1 yr period would expire and they don't have to refund any money  to me.

Would you please expedite the things and provide a proper solution to it ?

Hi, I booked my flights last February through flight network as shown on sky scanner. The flights were immediately cancelled and was put on new flights a week later but again these flights were cancelled. I have been ringing, emailing and talking to people from flight network over the past 9 months and they keep telling me Oman Air are refusing the refund or that they haven't requested a refund. I am at my wits end with this and cannot understand how this is possible. Over the emails they just tell me to call but about 2 weeks ago their phone line was disconnected. I don't know what to do, I have tried to contact Oman Air but they refuse to deal with me as its booked though flight network.. Confirmation; Order number: LIJCUI, Booking references: Flight: RBWYDR Please let me know what to do..

Kind Regards,

Natalie Broderick

Checked through sky scanner for flights from fortaleza Brazil to cancun clicked on flights that suited and was redirected to Trip.com processed payment and as soon as payment was taken of £988.10 an email was sent to say airline cancelled the flight. This is a false claim we checked with GOL airlines and they do not deal with trip.com and said it's a scam company. Why does sky scanner not close these businesses down? I am now out of pocket with no way of having my money returned to me. It shameful that sky scanner has no control over this. Now looking at reviews of trip.com many many complaints with similar outcome...scammed and out of pocket. This has ruined my first trip away in 5 years.

I and my wife, and another 6 friends would like to go to Bali for a week in January 2023, and we saw some very attractive airfare offers on the Skyscanner booking website. The advertised fares were about A$140+ for a direct non-stop return airfares for a single person. But, when I clicked into any of those links, a message often pops up saying that the airline companies had just increased their fares to about A$1100+ person. I had tried all their links, they were all the same saying that airfares had gone up to $1K+ per person. I really don't know if this is their dirty trick to lure people to log into their sites and make their bookings. All my friends were feeling very disappointed for their intentional special airfare offers. I do know that there is no way those agents could be punished, but I just hope they would stop such a practice from now on. Potentil customers would for sure feel very disappointed if those special fares would never be honoured as advertised. Thank you for your kiind attention and best regards. / Alexis Fung

Hi,

I've been trying to contact you guys regarding my refund amount from srilankan airlines & when I called the airlines they mentioned the refund wasn't initiated from your end.

I'm hugely disappointed by this activity from skyscanner as I thought you guys were legit.

I'm yet to receive my 2 grand, so I'd request to refund this money as early as possible before I escalate this issue.

My booking ID - SKYAU - 0268403

I booked 2 tickets on 21st August for my sister & my neice thru sky scanner & the agent was Opodo after i made the booking i realised that i have made a mistake on my neices name as i put my sisters spinster surname against my neices name & immediately tried to get in touch with both Opodo & Emirates each passing the buck on the other. This was a complete human error and not that i waited for a month or 2 to make the change it was within 24hrs but however i wasnt given any help, infact i was told to cancel the tkt and make a rebooking for the same & that i wouldnt get any refund for the same. Also it is pertinent to note that no where on the website while booking the ticket it was mentioned as refundable or non refundable. On speaking to Emirates i was told that the tiicket is refundable as well as come amount of taxes, however the agent OPODO in this case said that a refund was not possible.So Basically i not only loose the money for my neices tkt but i need to repurchase another tkt. So in all i have paid for 3 tkts & only 2 ppl travel and i have to loose one whole complete tkt. The worst mistake i made to book via sky scanner.

Passengers Names:

Alancia Dsilva

Anaaya Mathews as mentioned on the booking instead of Anaaya Dsilva

Booking Ref Opodo:[protected]

Emirates Booking Ref: HKT4QS

Bought a ticket for my wife and myself through Skyscanners app and been redirected to Ovago website to finalize the reservation. Revived an email in January of 2022 that our flights have been confirmed for June of 2022. Went to the airport and we have been denied check in because our reservation was incorrect. Called OVAGO and they told me I am wrong and it’s my fault, they have called United airlines agents incompetent. Remember the reservation was not in the system. Called United and after 2h they found our reservation under different code. Tried to rebook us and failed in multiple attempts because ovago was the one that have make this reservation. Even worse, now we are marked as a no show for a reservation that didn’t exist. Flight we were supposed to be on didn’t even operate. Now the only solution OVAGO is offering refunding taxes and fees and saying goodbye to over $2000. They said that tickets are non refundable and non exchangeable. I get it, but this time it was not canceled by me it was incorrect. Don’t purchase from them!

Paid for my ticket on June the 13th, claim they have not recieved it, I am flying out to the Uk on the16th of September on Quantas to Sydney connecting to British Airways to flying to the UK.

BNE - SYD - Lon Heathrow

Booked a return BA flight London to Vancouver for travel on 3 September. I checked BA baggage allowance which quoted hand luggage up to 23kg.

I checked today with TravelUp who said there was no allowance except 7kg hand luggage. This was not made clear anywhere on the original booking. I asked about additional luggage and was told they could not help and to go to the airline direct.

I was also told to turn up at the airport and pay then. An unknown and much more expensive option.

I contacted BA who said that as part of the flight was with American Airlines (AA) they could not help and to contact them, this is despite the flights being with BA but operated by AA. I had to contact AA on a premium number which is not accessible from my phone.

Travel Up advertise that they can book additional luggage but on this occasion have been no help whatsoever. 7kg is inadequate for a long haul journey/visit and the lack of help from the booking agent is utterly disgusting. There was no information to say that there would be problems with luggage and that the airlines website on the subject would not be valid.

I want and need this sorting.

I booked a ticked with Skyscanner from London to Kochi on January 2022 for 2 travellers. Later, I have changed this ticket to March 2022.Due to some circumstances, I couldn't travel on that date and changed my ticket to open ticket.

As per the Skyscanner terms and conditions, I need to travel before November 2022 by using that ticket. Based on that, I contacted Skyscanner and check them how much I need to pay additionally to book that ticket in October.

They told me I need to pay additionally £2000 for two travellers. This was very unfair because I already paid £927 for this ticket and again I need to pay nearly £2000.They informed me I need to pay fair difference plus administration fee plus airline penalty £400 as well. As a customer point of view, I am not satisfied with Skyscanner service.

I need a proper solution for this. I am ready to pay only the fair difference and the administration charge. If I didn't get a proper solution from Skyscanner, I will move forward legally.

We found a good flight to Thailand through Skyscanner in December 2021 with the Flight Network.

We booked our flights on the 19th December 2021 to Thailand costing £1346.01 with Flight Network

Early January Our course in Thailand as cancelled due to the covid restrictions and was put back to November.

We immediately contacted Flight Network to change our booking . It took over 3 weeks and many phone calls before we thought we were getting somewhere. There was always long wait times and quite often we were cut off and were not called back. I also sent messages via their contact box on their website but got not no response.

Finally on 8th February 2022 (2 days before we were originally due to fly) we thought we had managed to change our flight to the November dates and they charged us a further £233.

The next day they emailed to inform us that they could not process the flight and we needed to contact the carrier - Singapore Airlines.

This we did immediately and they advised us that they could not deal with it as they did not have authority and told us to go back to flight network for them to complete the booking and that it should be quite straught forward.

So once again long wait times but we did get to speak to someone that informed us that they would look into it and get back to us within 24 hours. They never did.

There was nothing we could do but a couple of weeks later after taking a break in the Uk we persisted in trying again.

Sometimes waitng for an hour on the phone and then going through the conversation again the phone would cut off and no one would return our call but they would send an email saying they had tried to call when they had not .

Discovering a Face Book page called Flight Network Victims we discovered we were not the only ones with problems and we realised we were wasting our time trying to get someone to deal with our problem and hence filled more complaints and a claim to our credit company.

We have not heard from them since and it is my opinion they should not be allowed to continue to be in business . Their actions to me are fraudulent.

We believe we have a Bangkok flight still booked which is of no use without a flight from the Uk. Like so many others we would like a full refund now but communication is impossible. They should be closed down as so many people haVe been ripped off by this company.

Please help us get our money back . Our order number is KDWR5N

contact Lisa

[protected]@aol.com

I purchased flights via SkyScanner recommended sites, My Trip in Feb 2022. The total amount i paid was £1442.57.

My Trip subsequently cancelled my trip without informing me and incidentally checked the website for my flight status and the booking had been cancelled.

My app for My Trip is currently showing a live flight, so i was not aware that it had been cancelled. I opened a dispute with Paypal in order to get my refund, however My Trip are saying that they will not refund me as there is a charge back and pay pal have to file it, in which case they will not. I have checked withAer lingus and my flights have been cancelled.

I would like to know if Sky scanner are aware that they are recommending second rate travel companies who have shocking reviews for cancelling flights, renege on refunds and do not honour cancellations when customers have purchased extra cover for this reason. it a s disgrace and Skyscanner should b e accountable for their part in allowing this to happen.

I was booked to return to the US via Virgin Atlantic who apparently cancelled all their flights for July 21st & 22nd. Received no word from Skyscanner (my apparent "travel agent"). When talking to Virgin, they told me there was absolutely nothing they could do and that i would have to speak to my original "travel agent!" Spent three days trying to reach Skyscanner around the world! was unable to get through to anyone! I sent an email saying that my flight would be the following day and added an extra leg to my travel (plus 10 hours) and hundreds of additional dollars in costs (hotel and taxi to airport at 2am). Only to find that i was not actually booked on the flight that they said i was on. Im in a foreign country with no one to talk to in the middle of the night. After hours on the phone with Virgin I found out that i had now been placed on Turkish Air going though through Istanbul! Worst 15+ hour flight of my life!

Skyscanner will never see a red penny from me ever again! Got to big for their own good and are just too terrible!

EJC

Dear Sir/Madam,

On 23rd June I started searching on Skyscanner for a return flight from London to Istanbul. Found the right ticket, the booking went through and I received a confirmation of booking with the advice that the electronic ticket is on its way. But the ticket did not arrive and I was thinking because it was weekend it was taking time. But instead exactly 50 hours after the booking I received an email from your partner, Travelup, that the flight was not booked and that I will be receiving a full refund of my ticket within the next 7 days. What?

So to put it simple, the ticket was booked on 23 June for a flight on 27 June. And on 25 June just 2 days before my flight, I get an email that I will get a refund instead of my flight ticket? Imagine for a mother travelling with two young children with all travel arrangements made, frustrating, isn't it? I had already booked taxis for airport drop off and pick up. We were not even given the option of a different flight or flight the next day or anything. Very rude and unprofessional customer service which I believe are people sat somewhere in some third world country with no customer service experience, conscience, or any respect to clients whatsoever.

Booking details:

Flight London LGW to Istanbul IST 27 June - Return: 20 July 2022

Booking no. TH1364608

Reservation No. KENFT6

Booking date/Time: 23/June/2022 Time: 00:37

Refund Notification:

Refund notification was received on 25/June/2022 Time: 2:23am

The notification of refund was received exactly 50hrs after booking confirmation. This was shocking and left us totally frustrated. They literally locked me in by taking my money and cancelling my ticket and telling me that we will get our money back in 7 days not even considering the fact that I had my flight in 48 hours time.

Travelup have ignored my email complaints despite having sent them more than one follow up emails. I have already informed them that I would escalate the matter informing the regulatory bodies as well as consumer protection body and sue Travelup and Skyscanner who have listed Travelup as valid company and is promoting them.

I have also mentioned to travelup that the cost will be a lot higher through the legal case involving my solicitors. I can assure you that no one can dispute the fact that the flight cancellation unilaterally by travelup was in breach of my rights as a consumer and of their terms of contract with me as a consumer or customer, that resulted in financial losses as wells mental distress to a customer, a mother travelling with a young child and a baby.

I purchased a ticket on premium economy class from Johannesburg to Bali. Skyscanner gladly took my money and confirmed the upgrade. On arrival at the airport this class did not exist on the plane and I had to fly economy.

This caused me to be sick for 5 days of my 10 day holiday in Bali.

The agent responded and appoligized and stated that I will be refunded. That was a few weeks ago and now it’s impossible to get hold of them and they ignore me.

To avoid being sick again I upgraded directly with the airline which cost me an extra 26k

It’s disgusting how they work and how they ignore you when it comes to refunds

I went to Skyscanner website to book a trip from Bergen to Thessaloniki . Amongst the Skyscanner recommendations , I saw an option from ‘mytrip’ offering a flight booking from

Bergen to krakow early morning Using wizz air and then from krakow to Thessaloniki in the evening using Ryan air . The rating of the company was also good on Skyscanner which is highly misleading , because on trustpilot, I later found out that my trip is rated 1/5 with 100%.complaints.

I booked this flight (LLU1OS) and then after some weeks , wizz air postponed my flight to evening which meant I could not make my Ryan air connecting flight . I contacted wizz air , cancelled this flight and wizz air processed a full refund to Mytrip .

Yet Mytrip is refusing to refund me for my flight . They even used bogus terms and conditions claim to say they will refund me only 1/4 of what they received from wizz air , and yet for months , I have not received anything . I have sent multiple emails , and whenever they decide to reply , they say they will refund and nothing from them - this company should not exist , I can prove they have deceived thousands of customers online . Skyscanner should not be partnering with scammers as it may pull the company down .

In terms of resolution,

I want mytrip to be contacted and my refund fully provided

I want to know if Skyscanner has any issues with partnering with just any company regardless of if they scam customers or not .

I bought a multi city flight using two airlines (Latam and VivaAir) through your site. I am now being contacted by some agency GOTOGATE saying my flights are changed. The information has been very confusing and I suspect a scam. Below are some of the emails that have gone between us. Please confirm my flight from Quito to Lima to Cuzco to Bogota for me and my wife and son. Thanks in advance for your investigation into this matter. Regards, Francis Stubbs

(40-[protected]) Order 40-[protected]

Inbox

Cusco to Lima – LA 2034

Aug 21, 8:57 PM–10:20 PM

Take-off

Aug 21, 8:57 PM

Landing

Aug 21, 10:20 PM

Flight duration

1 hr, 23 min

Confirmation number

T9IA6B

View in Travel

Gotogate in partnership with Booking.com

7:27 AM (7 hours ago)

Hi Francis, Your flight(s) for booking T9IA6B has had a schedule change/cancellation from the airline. Unfortunately, you will not be able to travel as planned.

7

Schedule Change

2:29 PM (14 minutes ago)

Dear Sir/Madam, Thank you for your email and apologize for the delay in response. We would like to inform you that we need the authorization from airline to pro

Francis Stubbs

2:42 PM (1 minute ago)

to Gotogate

I do not know who you are so I am going to contact the airline directly. This seems highly suspicious. I did not ask to rebook the flight nor did I want it rebooked. I bought this ticket through another platform and will contact them now and send them all these emails. Please do not contact me again.