{"id":"booking-com","page":"https://escalate.alexgaoth.com/#/c/booking-com","html":"https://escalate.alexgaoth.com/c/booking-com/","generated":"2026-10-15","company":{"id":"booking-com","name":"Booking.com","aliases":["booking.com","booking dot com","booking com b v"],"sector":"travel_agency","parent":"Booking Holdings Inc.","website":"https://www.booking.com","account_url":"https://secure.booking.com/help.en-us.html","regulators":["us-dot","ftc"],"notes":"Booking.com B.V. runs the platform but is not a contractual party to accommodation bookings; the property's own cancellation policy decides fees and refunds. Most flights are sold through an unnamed third-party aggregator and are booked directly with the airline under its contract of carriage. Car rentals are paid to Booking.com Transport Limited as merchant of record. Terms updated August 25, 2025. Booking.com shows no phone digits on its public help pages; the number appears after sign-in or in the booking.","channels":[{"id":"help-center","type":"portal","label":"Booking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking)","value":"https://secure.booking.com/help.en-us.html","hours":"24/7","purposes":["reservation_problem","refund_request","flight_cancellation","poor_service"],"access":"login","notes":"The page offers \"Continue without an account\", but messaging an agent about a booking requires sign-in.","source":"https://secure.booking.com/help.en-us.html","last_verified":"2026-10-12"},{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-center","note":"Contact the property or airline as well; it decides the refund."},{"rung":"written_complaint","channel":"dispute-resolution-form"},{"rung":"regulator","regulator":"us-dot","note":"For air tickets bought through Booking.com."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"dispute-resolution-form","note":"The Internal Review Procedure (60 days) must come first; small claims court is allowed."}],"playbooks":[{"issue":"refund_request","summary":"The property's cancellation policy decides the refund; ask the property and Booking.com, then use the dispute form in writing.","evidence":["confirmation number and PIN","cancellation policy in the confirmation email","cancellation confirmation","card statement"],"steps":[{"do":"Read the cancellation and no-show policy in the confirmation email."},{"do":"Cancel in the booking; ask the property and Booking.com customer service for any refund owed.","channel":"help-center"},{"do":"If not resolved, send a written complaint (topic \"Refunds\") through the dispute resolution form and save the request ID.","channel":"dispute-resolution-form"},{"do":"If the refund owed is not paid, dispute the charge with your card issuer (with the property if it charged you, or Booking.com if it charged you)."}],"facts":[{"kind":"policy","claim":"Booking.com's terms say any cancellation or no-show fee and any refund depend on the Service Provider's cancellation/no-show policy.","issues":["refund_request"],"source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"For car rentals, Booking.com Transport Limited is merchant of record for payments taken at booking, and a car cancelled more than 48 hours before the rental starts gets a full refund.","issues":["refund_request"],"source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"}]},{"issue":"reservation_problem","summary":"Contact the property while there, then Booking.com customer service, then the dispute form.","evidence":["confirmation number","photos","messages with the property","receipts for a replacement stay"],"steps":[{"do":"Tell the property at once and ask for an equal room."},{"do":"Contact Booking.com customer service through the booking (24 hours a day) and ask for help with relocation or a refund.","channel":"help-center"},{"do":"Afterwards, send a written complaint (topic \"Reservation\") with evidence through the dispute resolution form.","channel":"dispute-resolution-form"}]},{"issue":"flight_cancellation","summary":"The airline's contract of carriage decides refunds; Booking.com may help change or cancel.","evidence":["booking reference","airline record locator","ticket number","airline cancellation notice"],"steps":[{"do":"Check the airline's contract of carriage for the cancellation or change rule."},{"do":"Ask Booking.com customer service to process the refund or change, and ask the airline directly if Booking.com cannot.","channel":"help-center"},{"do":"If the refund is not paid, file a complaint with the U.S. DOT and dispute the charge with your card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"Booking.com says most flights on its platform are provided via a third-party aggregator acting as an intermediary to the airline, and the cancellation policy is in the airline's contract of carriage; there may be a fee to change or cancel.","issues":["flight_cancellation"],"source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Booking.com's terms require binding individual arbitration administered by National Arbitration & Mediation under New York law, after a mandatory Internal Review Procedure of 60 days; small claims court is allowed.","source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An arbitration opt-out notice (\"Arbitration -- Opt-Out Notice\") must be sent through the Dispute Resolution page within 30 days after you first become subject to the agreement, by you personally.","source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"}],"known_blockers":["Messaging customer service requires sign-in; the phone number is not on the public help page.","Arbitration opt-out notices sent by third parties (including agents) have no effect."],"official_domains":["booking.com"],"security":{"never_asks":[{"kind":"policy","claim":"Booking.com says it will never ask you to share credit card details by email, phone, text or WhatsApp, or to make a bank transfer that differs from the payment policy in your booking confirmation.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com says its Customer Service representatives will only ask for your reservation ID and/or reservation PIN, and that you should not be asked for your Booking.com account password.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com says it will never ask you to share a credit card or gift card number over the phone; anyone who tells you to pay by gift card or give a card number by phone is likely a scammer.","source":"https://secure.booking.com/help/faq/31/aGNfc2VjdXJpdHlfYXdhcmVuZXNzX3NjYW1fZ2lmdF9jYXJk","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing messages, often sent through WhatsApp, claim to come from the property or from Booking.com, include believable stay details, and urgently ask you to re-share payment information to keep your booking.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com warns of fake property listings and of properties that ask for payment outside the payment policy in your booking confirmation or insist on communicating outside the Booking.com platform; do not share personal or financial details, and contact Customer Service.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"customer-service-help-center","type":"portal","label":"Report a suspected scam to Booking.com Customer Service","value":"https://secure.booking.com/help.html","notes":"Booking.com publishes no phishing email address. Its safety page says to report a suspected scam to Customer Service, which passes the report to its Security team.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"}]}},"playbooks":{"refund_request":{"company":{"id":"booking-com","name":"Booking.com","sector":"travel_agency","website":"https://www.booking.com","account_url":"https://secure.booking.com/help.en-us.html"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"The property's cancellation policy decides the refund; ask the property and Booking.com, then use the dispute form in writing.","evidence":["confirmation number and PIN","cancellation policy in the confirmation email","cancellation confirmation","card statement"],"steps":[{"do":"Read the cancellation and no-show policy in the confirmation email."},{"do":"Cancel in the booking; ask the property and Booking.com customer service for any refund owed.","channel":{"id":"help-center","type":"portal","label":"Booking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking)","value":"https://secure.booking.com/help.en-us.html","hours":"24/7","purposes":["reservation_problem","refund_request","flight_cancellation","poor_service"],"access":"login","notes":"The page offers \"Continue without an account\", but messaging an agent about a booking requires sign-in.","source":"https://secure.booking.com/help.en-us.html","last_verified":"2026-10-12"}},{"do":"If not resolved, send a written complaint (topic \"Refunds\") through the dispute resolution form and save the request ID.","channel":{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}},{"do":"If the refund owed is not paid, dispute the charge with your card issuer (with the property if it charged you, or Booking.com if it charged you)."}],"channels":[{"id":"help-center","type":"portal","label":"Booking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking)","value":"https://secure.booking.com/help.en-us.html","hours":"24/7","purposes":["reservation_problem","refund_request","flight_cancellation","poor_service"],"access":"login","notes":"The page offers \"Continue without an account\", but messaging an agent about a booking requires sign-in.","source":"https://secure.booking.com/help.en-us.html","last_verified":"2026-10-12"},{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Booking.com's terms say any cancellation or no-show fee and any refund depend on the Service Provider's cancellation/no-show policy.","issues":["refund_request"],"source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"For car rentals, Booking.com Transport Limited is merchant of record for payments taken at booking, and a car cancelled more than 48 hours before the rental starts gets a full refund.","issues":["refund_request"],"source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com's terms require binding individual arbitration administered by National Arbitration & Mediation under New York law, after a mandatory Internal Review Procedure of 60 days; small claims court is allowed.","source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An arbitration opt-out notice (\"Arbitration -- Opt-Out Notice\") must be sent through the Dispute Resolution page within 30 days after you first become subject to the agreement, by you personally.","source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"Refunds must be issued promptly in the original form of payment unless the consumer agrees to a cash equivalent, and the carrier may not keep a processing fee for a refund that is due.","issues":["refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.10","last_verified":"2026-10-12"}]},{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Contact the property or airline as well; it decides the refund.","channel":{"id":"help-center","type":"portal","label":"Booking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking)","value":"https://secure.booking.com/help.en-us.html","hours":"24/7","purposes":["reservation_problem","refund_request","flight_cancellation","poor_service"],"access":"login","notes":"The page offers \"Continue without an account\", but messaging an agent about a booking requires sign-in.","source":"https://secure.booking.com/help.en-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"For air tickets bought through Booking.com.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Internal Review Procedure (60 days) must come first; small claims court is allowed.","channel":{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}}],"known_blockers":["Messaging customer service requires sign-in; the phone number is not on the public help page.","Arbitration opt-out notices sent by third parties (including agents) have no effect."],"security":{"official_domains":["booking.com"],"never_asks":[{"kind":"policy","claim":"Booking.com says it will never ask you to share credit card details by email, phone, text or WhatsApp, or to make a bank transfer that differs from the payment policy in your booking confirmation.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com says its Customer Service representatives will only ask for your reservation ID and/or reservation PIN, and that you should not be asked for your Booking.com account password.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com says it will never ask you to share a credit card or gift card number over the phone; anyone who tells you to pay by gift card or give a card number by phone is likely a scammer.","source":"https://secure.booking.com/help/faq/31/aGNfc2VjdXJpdHlfYXdhcmVuZXNzX3NjYW1fZ2lmdF9jYXJk","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing messages, often sent through WhatsApp, claim to come from the property or from Booking.com, include believable stay details, and urgently ask you to re-share payment information to keep your booking.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com warns of fake property listings and of properties that ask for payment outside the payment policy in your booking confirmation or insist on communicating outside the Booking.com platform; do not share personal or financial details, and contact Customer Service.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"customer-service-help-center","type":"portal","label":"Report a suspected scam to Booking.com Customer Service","value":"https://secure.booking.com/help.html","notes":"Booking.com publishes no phishing email address. Its safety page says to report a suspected scam to Customer Service, which passes the report to its Security team.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.929,"sources":{"primary":26,"other":2},"verified_from":{"page":13},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 93% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Booking.com B.V. runs the platform but is not a contractual party to accommodation bookings; the property's own cancellation policy decides fees and refunds. Most flights are sold through an unnamed third-party aggregator and are booked directly with the airline under its contract of carriage. Car rentals are paid to Booking.com Transport Limited as merchant of record. Terms updated August 25, 2025. Booking.com shows no phone digits on its public help pages; the number appears after sign-in or in the booking.","warnings":[]},"reservation_problem":{"company":{"id":"booking-com","name":"Booking.com","sector":"travel_agency","website":"https://www.booking.com","account_url":"https://secure.booking.com/help.en-us.html"},"issue":{"id":"reservation_problem","name":"Reservation not honored"},"playbook_source":"company","summary":"Contact the property while there, then Booking.com customer service, then the dispute form.","evidence":["confirmation number","photos","messages with the property","receipts for a replacement stay"],"steps":[{"do":"Tell the property at once and ask for an equal room."},{"do":"Contact Booking.com customer service through the booking (24 hours a day) and ask for help with relocation or a refund.","channel":{"id":"help-center","type":"portal","label":"Booking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking)","value":"https://secure.booking.com/help.en-us.html","hours":"24/7","purposes":["reservation_problem","refund_request","flight_cancellation","poor_service"],"access":"login","notes":"The page offers \"Continue without an account\", but messaging an agent about a booking requires sign-in.","source":"https://secure.booking.com/help.en-us.html","last_verified":"2026-10-12"}},{"do":"Afterwards, send a written complaint (topic \"Reservation\") with evidence through the dispute resolution form.","channel":{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}}],"channels":[{"id":"help-center","type":"portal","label":"Booking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking)","value":"https://secure.booking.com/help.en-us.html","hours":"24/7","purposes":["reservation_problem","refund_request","flight_cancellation","poor_service"],"access":"login","notes":"The page offers \"Continue without an account\", but messaging an agent about a booking requires sign-in.","source":"https://secure.booking.com/help.en-us.html","last_verified":"2026-10-12"},{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Booking.com's terms require binding individual arbitration administered by National Arbitration & Mediation under New York law, after a mandatory Internal Review Procedure of 60 days; small claims court is allowed.","source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An arbitration opt-out notice (\"Arbitration -- Opt-Out Notice\") must be sent through the Dispute Resolution page within 30 days after you first become subject to the agreement, by you personally.","source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Contact the property or airline as well; it decides the refund.","channel":{"id":"help-center","type":"portal","label":"Booking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking)","value":"https://secure.booking.com/help.en-us.html","hours":"24/7","purposes":["reservation_problem","refund_request","flight_cancellation","poor_service"],"access":"login","notes":"The page offers \"Continue without an account\", but messaging an agent about a booking requires sign-in.","source":"https://secure.booking.com/help.en-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"For air tickets bought through Booking.com.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Internal Review Procedure (60 days) must come first; small claims court is allowed.","channel":{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}}],"known_blockers":["Messaging customer service requires sign-in; the phone number is not on the public help page.","Arbitration opt-out notices sent by third parties (including agents) have no effect."],"security":{"official_domains":["booking.com"],"never_asks":[{"kind":"policy","claim":"Booking.com says it will never ask you to share credit card details by email, phone, text or WhatsApp, or to make a bank transfer that differs from the payment policy in your booking confirmation.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com says its Customer Service representatives will only ask for your reservation ID and/or reservation PIN, and that you should not be asked for your Booking.com account password.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com says it will never ask you to share a credit card or gift card number over the phone; anyone who tells you to pay by gift card or give a card number by phone is likely a scammer.","source":"https://secure.booking.com/help/faq/31/aGNfc2VjdXJpdHlfYXdhcmVuZXNzX3NjYW1fZ2lmdF9jYXJk","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing messages, often sent through WhatsApp, claim to come from the property or from Booking.com, include believable stay details, and urgently ask you to re-share payment information to keep your booking.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com warns of fake property listings and of properties that ask for payment outside the payment policy in your booking confirmation or insist on communicating outside the Booking.com platform; do not share personal or financial details, and contact Customer Service.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"customer-service-help-center","type":"portal","label":"Report a suspected scam to Booking.com Customer Service","value":"https://secure.booking.com/help.html","notes":"Booking.com publishes no phishing email address. Its safety page says to report a suspected scam to Customer Service, which passes the report to its Security team.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.929,"sources":{"primary":26,"other":2},"verified_from":{"page":13},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 93% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Booking.com B.V. runs the platform but is not a contractual party to accommodation bookings; the property's own cancellation policy decides fees and refunds. Most flights are sold through an unnamed third-party aggregator and are booked directly with the airline under its contract of carriage. Car rentals are paid to Booking.com Transport Limited as merchant of record. Terms updated August 25, 2025. Booking.com shows no phone digits on its public help pages; the number appears after sign-in or in the booking.","warnings":[]},"flight_cancellation":{"company":{"id":"booking-com","name":"Booking.com","sector":"travel_agency","website":"https://www.booking.com","account_url":"https://secure.booking.com/help.en-us.html"},"issue":{"id":"flight_cancellation","name":"Flight cancelled or significantly changed"},"playbook_source":"company","summary":"The airline's contract of carriage decides refunds; Booking.com may help change or cancel.","evidence":["booking reference","airline record locator","ticket number","airline cancellation notice"],"steps":[{"do":"Check the airline's contract of carriage for the cancellation or change rule."},{"do":"Ask Booking.com customer service to process the refund or change, and ask the airline directly if Booking.com cannot.","channel":{"id":"help-center","type":"portal","label":"Booking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking)","value":"https://secure.booking.com/help.en-us.html","hours":"24/7","purposes":["reservation_problem","refund_request","flight_cancellation","poor_service"],"access":"login","notes":"The page offers \"Continue without an account\", but messaging an agent about a booking requires sign-in.","source":"https://secure.booking.com/help.en-us.html","last_verified":"2026-10-12"}},{"do":"If the refund is not paid, file a complaint with the U.S. DOT and dispute the charge with your card issuer.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"help-center","type":"portal","label":"Booking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking)","value":"https://secure.booking.com/help.en-us.html","hours":"24/7","purposes":["reservation_problem","refund_request","flight_cancellation","poor_service"],"access":"login","notes":"The page offers \"Continue without an account\", but messaging an agent about a booking requires sign-in.","source":"https://secure.booking.com/help.en-us.html","last_verified":"2026-10-12"},{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Booking.com says most flights on its platform are provided via a third-party aggregator acting as an intermediary to the airline, and the cancellation policy is in the airline's contract of carriage; there may be a fee to change or cancel.","issues":["flight_cancellation"],"source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com's terms require binding individual arbitration administered by National Arbitration & Mediation under New York law, after a mandatory Internal Review Procedure of 60 days; small claims court is allowed.","source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An arbitration opt-out notice (\"Arbitration -- Opt-Out Notice\") must be sent through the Dispute Resolution page within 30 days after you first become subject to the agreement, by you personally.","source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A \"cancelled flight\" is a covered flight that was published in the carrier's Computer Reservation System at the time of the ticket sale but not operated by the carrier.","issues":["flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until July 7, 2027, DOT will not enforce the cancellation refund and notice requirements when a flight is only given a different flight number, the passenger is rebooked on the renumbered flight, and that flight operates without a significant change or delay. If a renumbered flight is significantly changed or delayed, the refund requirements remain fully enforceable.","issues":["flight_cancellation"],"source":"https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Contact the property or airline as well; it decides the refund.","channel":{"id":"help-center","type":"portal","label":"Booking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking)","value":"https://secure.booking.com/help.en-us.html","hours":"24/7","purposes":["reservation_problem","refund_request","flight_cancellation","poor_service"],"access":"login","notes":"The page offers \"Continue without an account\", but messaging an agent about a booking requires sign-in.","source":"https://secure.booking.com/help.en-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"For air tickets bought through Booking.com.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Internal Review Procedure (60 days) must come first; small claims court is allowed.","channel":{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}}],"known_blockers":["Messaging customer service requires sign-in; the phone number is not on the public help page.","Arbitration opt-out notices sent by third parties (including agents) have no effect."],"security":{"official_domains":["booking.com"],"never_asks":[{"kind":"policy","claim":"Booking.com says it will never ask you to share credit card details by email, phone, text or WhatsApp, or to make a bank transfer that differs from the payment policy in your booking confirmation.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com says its Customer Service representatives will only ask for your reservation ID and/or reservation PIN, and that you should not be asked for your Booking.com account password.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com says it will never ask you to share a credit card or gift card number over the phone; anyone who tells you to pay by gift card or give a card number by phone is likely a scammer.","source":"https://secure.booking.com/help/faq/31/aGNfc2VjdXJpdHlfYXdhcmVuZXNzX3NjYW1fZ2lmdF9jYXJk","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing messages, often sent through WhatsApp, claim to come from the property or from Booking.com, include believable stay details, and urgently ask you to re-share payment information to keep your booking.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com warns of fake property listings and of properties that ask for payment outside the payment policy in your booking confirmation or insist on communicating outside the Booking.com platform; do not share personal or financial details, and contact Customer Service.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"customer-service-help-center","type":"portal","label":"Report a suspected scam to Booking.com Customer Service","value":"https://secure.booking.com/help.html","notes":"Booking.com publishes no phishing email address. Its safety page says to report a suspected scam to Customer Service, which passes the report to its Security team.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.929,"sources":{"primary":26,"other":2},"verified_from":{"page":13},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 93% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Booking.com B.V. runs the platform but is not a contractual party to accommodation bookings; the property's own cancellation policy decides fees and refunds. Most flights are sold through an unnamed third-party aggregator and are booked directly with the airline under its contract of carriage. Car rentals are paid to Booking.com Transport Limited as merchant of record. Terms updated August 25, 2025. Booking.com shows no phone digits on its public help pages; the number appears after sign-in or in the booking.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"Contact the property or airline as well; it decides the refund.","channel":{"id":"help-center","type":"portal","label":"Booking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking)","value":"https://secure.booking.com/help.en-us.html","hours":"24/7","purposes":["reservation_problem","refund_request","flight_cancellation","poor_service"],"access":"login","notes":"The page offers \"Continue without an account\", but messaging an agent about a booking requires sign-in.","source":"https://secure.booking.com/help.en-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"For air tickets bought through Booking.com.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Internal Review Procedure (60 days) must come first; small claims court is allowed.","channel":{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}}],"security":{"official_domains":["booking.com"],"never_asks":[{"kind":"policy","claim":"Booking.com says it will never ask you to share credit card details by email, phone, text or WhatsApp, or to make a bank transfer that differs from the payment policy in your booking confirmation.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com says its Customer Service representatives will only ask for your reservation ID and/or reservation PIN, and that you should not be asked for your Booking.com account password.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com says it will never ask you to share a credit card or gift card number over the phone; anyone who tells you to pay by gift card or give a card number by phone is likely a scammer.","source":"https://secure.booking.com/help/faq/31/aGNfc2VjdXJpdHlfYXdhcmVuZXNzX3NjYW1fZ2lmdF9jYXJk","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing messages, often sent through WhatsApp, claim to come from the property or from Booking.com, include believable stay details, and urgently ask you to re-share payment information to keep your booking.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com warns of fake property listings and of properties that ask for payment outside the payment policy in your booking confirmation or insist on communicating outside the Booking.com platform; do not share personal or financial details, and contact Customer Service.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"customer-service-help-center","type":"portal","label":"Report a suspected scam to Booking.com Customer Service","value":"https://secure.booking.com/help.html","notes":"Booking.com publishes no phishing email address. Its safety page says to report a suspected scam to Customer Service, which passes the report to its Security team.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.929,"sources":{"primary":26,"other":2},"verified_from":{"page":13},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 93% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Booking.com — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/booking-com.md","markdown":"## In short\n\nBooking.com is a platform, not the hotel: the property's own cancellation policy decides fees and refunds, and most flights on the site are sold through a third-party aggregator under the airline's rules. Message the property and Booking.com Customer Service through your booking (sign-in needed), and keep everything in writing. The biggest risk is fraud: criminals take over hotels' Booking.com accounts and send \"confirm your card\" messages through the real app. Booking.com says it never asks for card details by email, phone, text or WhatsApp.\n\n## How complaints actually go\n\n- Booking.com's terms say any cancellation or no-show fee, and any refund, depend on the property's cancellation and no-show policy. [Booking.com terms](https://www.booking.com/content/terms.html)\n- Booking.com says most flights on its platform come through a third-party aggregator acting as intermediary to the airline, and the airline's contract of carriage sets the cancellation policy; there may be a fee to change or cancel. [Booking.com terms](https://www.booking.com/content/terms.html)\n- The Help Center offers \"Continue without an account\", but messaging an agent about a booking requires sign-in; no phone digits appear on the public help pages. [Booking.com Help Center](https://secure.booking.com/help.en-us.html)\n- Before arbitration, the terms require a 60-day Internal Review Procedure; arbitration is individual, administered by National Arbitration & Mediation under New York law, and small claims court is allowed. [Booking.com terms](https://www.booking.com/content/terms.html)\n\n## What tends to work\n\n- For a car rental booked on Booking.com, Booking.com Transport Limited is merchant of record for payments taken at booking, and a car cancelled more than 48 hours before pick-up gets a full refund. [Booking.com terms](https://www.booking.com/content/terms.html)\n- For a flight the airline cancelled, DOT says the ticket agent that is merchant of record must refund airfare; check your card statement to see who charged you. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- A DOT complaint about a flight booking names the ticket agent; DOT directs the agent to respond to you and copy DOT. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n- The FTC fee rule (rule `ftc-junk-fees-rule`) applies to third-party platforms that advertise short-term lodging: the total price with mandatory fees must be shown more prominently than other prices. [FTC fee rule FAQ](https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions)\n\n## Traps and fine print\n\n- You can opt out of arbitration only by sending an \"Arbitration -- Opt-Out Notice\" through the Dispute Resolution page within 30 days after you first become subject to the agreement, and only personally; opt-outs sent by others have no effect. [Booking.com terms](https://www.booking.com/content/terms.html)\n\n## By the numbers\n\n- July 2026: DOT received 47 complaint cases about Booking.com flight bookings, 33 of them about refunds. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Booking.com scored 77 out of 100, tied for the highest online travel agency score, down from 78 in 2025. [ACSI: Online travel agencies](https://theacsi.com/industries/travel/online-travel-agencies/)\n\n## Scams that target customers\n\n- Criminals take over hotels' Booking.com accounts and contact guests through in-app messages, email and WhatsApp to ask for payment or card details. The UK's Action Fraud logged 532 reports and £370,000 in losses from June 2023 to September 2024. [Travel Weekly, January 10, 2025](https://travelweekly.co.uk/news/action-fraud-issues-booking-com-phishing-alert)\n- Booking.com says it will never ask you to share card details by email, phone, text or WhatsApp, or to make a bank transfer that differs from the payment policy in your confirmation, and that its Customer Service will only ask for your reservation ID and PIN. [Booking.com: safety for travellers](https://www.booking.com/trust-and-safety/travellers.html)\n- Booking.com says it will never ask for a credit card or gift card number over the phone. [Booking.com Help Center: gift card scams](https://secure.booking.com/help/faq/31/aGNfc2VjdXJpdHlfYXdhcmVuZXNzX3NjYW1fZ2lmdF9jYXJk)\n- Booking.com's safety page says to report a suspected scam to Customer Service, which passes the report to its Security team. [Booking.com: safety for travellers](https://www.booking.com/trust-and-safety/travellers.html)\n"},"guide":{"key":"travel_agency","title":"Online travel agencies — how complaints work","last_verified":"2026-10-12","file":"guides/travel_agency.md","page":"https://escalate.alexgaoth.com/#/guides/travel_agency"}}