- Refund not issued ^Open

Shania Zachariah filed this complaint against Booking.com on Mar 12, 2026

I booked a round trip flight on booking.com which cost ******. The initial flight was cancelled by the airline and they did not process the refund until now, it's been almost a week and I have been following up with booking.com and the airline every single day. The airline confirmed that I am eligible for the refund. Booking.com comes up with new excuses every day to not give me the refund. The first reason was that I was marked as "no show" by the airline - I checked with the airline and they informed me that they have clearly mentioned to booking.com that the flight was cancelled by them and that they need to issue a refund. The second lie booking.com said was that they need a waiver code from the airline and the airline is not responding - I checked again with the airline and they told me that again, they have confirmed to booking.com that there is no need for a waiver and that they need to process the refund. Finally after pointing out all the lies they have been telling me, I am no longer able to get through to their support. And the mental pain I have to go through to do all of this is unbelievable - firstly booking.com keeps cutting off my chat because they are only prioritising customers travelling in the next * days apparently so every chat I initiate automatically gets closed, secondly they do not even have an email where I can talk to one single poc - they only have noreply emails. Their call takes ** mins or more to connect and after that they transfer me to another department and then the call automatically gets cut after ** mins - it just goes blank and nothing happens. I talk to a different person each day, repeating the same thing again and again and each person tells me a different reason as to why I have not received my refund. I still do not know what has happened to my refund am rightfully eligible for.

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