A complaint about Booking.com

Status: Approved

#FinancialLoss #CustomerService #Communication  Annoyed Frustrated Disappointed 

Kindly shared by A. Bamber

What happened

I booked a hotel in Rome for a short break in April 2020. Due to COVID, I was unable to travel. The hotel agreed to a date change. I now cannot contact them to arrange this, despite messaging them on all social media platforms and ringing their number many times. I have asked Booking.com to look into this and they simply state they cannot contact them either!

What I wish had happened

All I wanted was to change the dates of the booking. I have now had to rebook through a different company, so would now like a refund.

Where this happened

On a mobile app - Booking.com

Booking.com Customers

Most talked about by Booking.com customers

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Low

How this makes Booking.com customers feel

High
Low
30% Financial Loss
Feelings:

Furious

Annoyed

Offended

Disgusted

Miffed

Frustrated

Disappointed

10% Returns
Feelings:

Furious

Offended

Disgusted

10% Embarrassment
Feelings:

Furious

Annoyed

Disgusted

10% Inconvenienced
Feelings:

Furious

Annoyed

Disgusted

10% Delay
Feelings:

Furious

Annoyed

Disgusted

10% Customer Service
Feelings:

Annoyed

Frustrated

Disappointed

10% Communication
Feelings:

Annoyed

Frustrated

Disappointed

10% Discrimination
Feelings:

Offended

Disgusted

Furious

Travel Customers

Most talked about by Travel customers

High
Low

How this makes Travel customers feel

High
Low
26% Financial Loss
Feelings:

Furious

Frustrated

Disgusted

Annoyed

Disappointed

Let down

Anxious

Miffed

Offended

Scared

Anti Climax

Sad

Surprised

25% Customer Service
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Disappointed

Let down

Anxious

Sad

Scared

Offended

Miffed

14% Inconvenienced
Feelings:

Furious

Disgusted

Frustrated

Annoyed

Let down

Disappointed

Anxious

Sad

Miffed

Surprised

Anti Climax

Other

10% Communication
Feelings:

Furious

Frustrated

Annoyed

Let down

Anxious

Disgusted

Disappointed

Miffed

Sad

9% Delay
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Anxious

Disappointed

Miffed

Let down

Offended

4% Rudeness
Feelings:

Furious

Frustrated

Disgusted

Annoyed

Scared

Let down

Anxious

Disappointed

4% Fraud
Feelings:

Furious

Frustrated

Disappointed

Disgusted

Anxious

Surprised

Anti Climax

Annoyed

Scared

3% Embarrassment
Feelings:

Disgusted

Furious

Disappointed

Annoyed

Let down

Frustrated

2% Discrimination
Feelings:

Furious

Disgusted

Offended

Frustrated

Annoyed

2% Other
Feelings:

Annoyed

Furious

Frustrated

Disgusted

Disappointed

Let down

1% Returns
Feelings:

Furious

Offended

Disgusted

1% Quality of product
Feelings:

Frustrated

Annoyed

Other

1% Delivery
Feelings:

Frustrated

Let down

Furious

Most complained about Travel companies

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Low
  1. TUI
  2. Ryanair
  3. Easyjet
  4. Booking.com

Most complimented Travel companies

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