I booked my flights directly through Booking .com, paid through their website, and trusted them to handle my travel. Since then, I’ve experienced nothing but stress, lies, and complete avoidance of accountability.I recently discovered that my return flight in August was changed, meaning I will now miss my connecting flight — a change I was never informed of. I only found out by chance when I called about a completely different issue. Had I not chased this myself, I’d have turned up to the airport with no idea.When I contacted Booking .com, they washed their hands of the issue and told me I need to deal with a third-party company called Gotogate, despite the fact that I never dealt with Gotogate directly — I paid Booking .com, and my booking confirmation clearly shows their name, their platform, and their receipt of payment.They are now refusing to take responsibility and expect me, the customer, to chase a third party I didn’t even know I was dealing with. This is diabolical customer service. There is zero care, zero urgency, and zero accountability from Booking .com.I will be escalating this to higher authorities, including consumer protection bodies, and I strongly advise others to avoid using Booking .com for flights — because when things go wrong, they disappear behind the fine print and point fingers elsewhere.Absolutely shameful.
