ComplaintsforSkyscanner, Inc.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made a flight booking through Skyscanner and the most affordable option was from Kiss and Fly. The final amount on the last page before hitting the very final "Purchase" button was $239, but the confirmation page after the booking reflected an amount of $481. During the booking process, they also asked for my passport details, which is very unusual. I also received an email that my purchase was "in the process of anti-fraud verification" requiring extra steps to add my CVC and specify "USD" on the Kiss and Fly website, and there was an additional charge of $8.80 pending on my credit card from Kiss and Fly. I called Kiss and Fly right away to ask for an explanation on these discrepancies and was provided with no answer, just the fact that $8.80 was for Kiss and Fly and rest, $481, for the airline, and that that's the final amount I will be charged, NOT $239 that had appeared on the last page. They did not provide any explanation despite my several questioning of why the amounts before and after the "Purchase" button differed. There was no breakdown of how the final amount became $481 from $239, neither verbally nor via email. I rebutted that it doesn't make sense at all, and they offered to cancel my booking, and that I will be getting a confirmation email about the cancellation as well as a refund of the $8.80. However I still have not received the confirmation email. I cannot understand that SkyScanner is letting such a company do business in the US. I feel that the company is stealing customer information (including personal information, credit card information, and passport information), charging incorrect amounts to the final total amount AFTER the purchase is made (and without warning or breakdown), and just offering to cancel and refund ONLY AFTER the customer makes a note of it. This is a clearly fraudulent way of doing business.

  Business response

  02/08/2023

  To whom it may concern,
  
  We are sorry to hear about ************** experience with the travel agency, Kiss and Fly. 
  
  Skyscanner acts a tool that helps customers organize their trips by finding the best options. Once they have selected a journey, the reservation is made directly with the airline or travel agent of their choice. 
  
  We were able to escalate ************** concerns regarding the booking issues with our contacts on the Kiss and Fly team. We are now also in contact with ********** directly and offer our direct assistance to help in resolving this with the agency. 
  
  Many thanks and we apologize again for the issues encountered with the agency.
  
  Kind regards,
  
  ****

  Customer response

  02/09/2023

   
  Complaint: 19363431
  
  I am rejecting this response because there is no real action item or change to address my primary concern of KissandFly inappropriately charging a customer (charging a different amount AFTER the final purchase page). The fact that the price "did increase" does not make sense because if that was the case, it should have been reflected on the purchase page because customers have the right to know what they are paying for. I otherwise would not have made the payment or did the purchase through KissandFly if I had known that the actual final price would have been $481+$8.80, not $239 as advertised. It is a form of deceit. 
  
  Sincerely,
  
  **** Mi ***

  Business response

  02/10/2023

  To whom it may concern:

  We are sorry to see that the customer is not content with the response provided.

  Unfortunately, Kiss and fly have advised that the operating airline was unable to confirm the booking at the fare the customer originally selected.

   This is normally due to an issue with availability, and we've since informed the customer that airline pricing can be very volatile and that it can take up to 72 hours (usually 24 ) for e-tickets to be confirmed and issued. Kiss and Fly have also confirmed that they've not accepted payment for this booking, and that the transaction has since been unblocked.
  
  This should reflect in the customer's account in the coming business days.

  Kind regards,
  
  ****

  Customer response

  02/12/2023

   
  Complaint: 19363431
  
  I am rejecting this response because: Skyscanner claiming that the way Kiss and Fly do business is within their acceptable business threshold, something I am having difficulty comprehending.
  
  Sincerely,
  **** Mi ***

• Initial Complaint

  10/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a booking as following: Booking ID ************* Airline reference: 3QBVZ3 E-ticket: ************* I purchased the ticket of ******* Airlines at 11:56 AM or so on October 20th on the SKYSCANNER website itself. Within 6 hours the price for exact same flight dropped by $173 on their own (SKYSCANNER) pricing which is ridiculous. I claimed a refund for the price difference by emailing them at 9:20 pm. The flight dropped the price by $173 and it was fully refundable and rebookable too. I emailed the comapny three times with proof as screenshot of the price drop but they didn't even bother to send me any response even after 48 hours passed. For this lack of customer support, I lost $173 which they must refund me. ******* Airlines also couldn't do anything although they have decent customer service since it was purchased using SKYSCANNER website itself who has bad customer service.

  Business response

  10/26/2022

  We write with regards to the case raised by ******************************* Aadir, booking SKYUS-*******, to share the outcome of our investigation.
  
  Mr. ***** completed a successful booking on Skyscanner on the 20th October 2022 and was sent a booking confirmation email. A few hours later Mr ***** noticed the price for his itinerary has dropped by $173 and he contacted us by email, as well as by phone on the same day (20th October). We listened to the 06:25 minutes long call on record where Mr. ***** asked if Skyscanner offer a Price Match Guarantee and the customer service representative confirmed that we do not offer this. Mr. ***** asked about cancellation options and the representative offered Mr. ***** the option to void the booking and obtain a full refund from the airline, albeit with a Skyscanner admin fee of $100 USD (as per our terms of service agreed to at the time of booking). Mr. ***** confirmed he did not want to cancel the booking, and the call ended amicably. We did not reply to the emails, given that the call had subsequently superseded the emails and the question had been answered.
  
  Since receiving Mr. ****** case on 24th October via BBB,our technical team have looked into our logs. They confirmed that there was indeed a change in the flight inventory that changed the flight price: cheaper booking classes became available from the airline sometime after Mr. ***** booked his flights. The lower fares were booked quickly and subsequently the prices increased again as availability reduced. The nature of the flight industry means that flight prices are continuously fluctuating and Skyscanner does not have any control over airlines pricing policies.
  
  We of course can understand Mr. ****** disappointment and we are sorry he had this experience. However, the system worked as intended and without glitches or mistakes; at the time of booking Skyscanner showed the best price available from the airline. Once a booking is confirmed, the airlines ticket rules and conditions will have to be followed, however, because Mr.***** contacted us within 24 hours of the booking being made, the representative was able to offer the option to void the booking and get a full refund from the airline. However the $100 Skyscanner admin fee would apply (given the admin required in cancelling and refunding the booking). Mr. ***** declined the opportunity to cancel at that stage. 
  
  We hope the above information helps explain what happened, and gives further detail into the timeline and communications with Mr. ***** around his case.
  
  Kind regards,
  
  Skyscanner Support

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a flight through Skyscanner.***** Jan 30, 2022. The flight is a return trip ******* to *****, July 2 to July 23, 2022. Recently I went to verify the details of my flight and they are nonexistent. Skyscanner cancelled my booking and refunded me but did not inform me. If they had, I would have rebooked months ago, but now prices have gone up more than $300 and I have contacted the company. They are telling me they cancelled due to an error on their end, and will not honour the price I initially booked at, and basically I just have to book at the increased prices now. My reference number is SKYCA-*******. I have emailed back and forth with about 3 different representatives, and asked for a superviser but received no contact information for them. I just want to book the flights for the original price and believe I deserve this.

  Business response

  05/03/2022

  Hello there,

  My name is ***** and I am one of the Support Managers here at Skyscanner.

  We're very sorry to hear of Ms. ********* experience and we're keen for this to be investigated. Based on the booking reference number that she shared, this booking was made directly via our Skyscanner booking platform. I've therefore shared this feedback with our Bookings team and have asked for ****************** to be contacted as a priority and for this to be investigated. Once we receive any updates or feedback from the Bookings team, I update here.

  Many thanks and we hope to be in touch with ****************** soon.

  Kind regards,

  Molly 

  Customer response

  05/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩