I’ve had really great experiences with booking.com for many years but the last 2 months have resulted in multiple issues as a result of their completely un-sympathetic approach to customer service.This evening my flight to Belfast International was delayed by about 30 mins past the schedule pickup time (i’d already allowed about 20 mins on top of the scheduled arrival time). The Budget desk was then closed when I arrived and I had to arrange a taxi to my accommodation.As far as booking.com are concerned, this is acceptable customer service and all they’ve offered is a 30% refund and I’m not even sure if it will be possible to collect the car tomorrow (with more taxi costs) if I choose not to accept that.On another occasions, I’ve spotted mistakes with the time slot, shortly after booking, and again all they’ve only offered a minimal refund.I’m sure all this is in the t’s and c’s but it’s at the very best, poor customer service and at the very worst sharp and potentially illegal business practice.Under UTCCR regulations in the UK, fees and costs need to be commensurate with the actual costs incurred and I fail to see how a 70% fee is a fair charge for a service that they have been unable or unwilling to provide.Booking.com are cheap for car hire but that is about all you can say about it.Seriously considering a way forward that avoids dealing with this - I do need transport at this end of my regular work trips but this just seems like a painful way to organise that.
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Booking.com is a travel fare aggregator website and travel metasearch engine for lodging reservations.