My complaint:
I booked flights through the Booking.com mobile app to Nassau on April 16, 2023. The flights were scheduled to depart June 9, 2023 and return June 16, 2023.
Upon arriving at my airport in Fayetteville, Arkansas, we went to the ticket agent to check in only to be informed that we were at the wrong airport. Turns out, our tickets were for Fayetteville, North Carolina not Fayetteville, Arkansas. I tried calling Booking.com customer support but was told there was nothing they could do because I purchased non-refundable tickets and they said I was on the flight. I assured them I was not on the fight or else I wouldn’t be having this situation. The ticket agent told me there was nothing they could do and I was not the first to make that mistake, in fact there was another customer there that morning who was scrambling to find another flight because he had the same thing happen to him as well.
I am aware that I purchased non-refundable tickets, my issue is with the Booking.com mobile app and its lack of incorrect information. When booking my flights, nowhere did it say I was selecting flights from Fayetteville, NC. The booking.com app is completely misleading and causes customers to obtain flights from the incorrect airport. I certainly can’t be the first one to experience this issue!
If you use the mobile app and type in XNA (my home airport) it shows Fayetteville, AR and XNA. There is nothing else from that search that leads you to believe you are selecting a different state.
After selecting Fayetteville-All Airports, Arkansas, US and XNA Northwest Arkansas Regional Airport, I received went to the next screen which again, never indicated I was using North Carolina as an option.
The Booking.com mobile app is clearly wrong and didn’t give me the correct information to purchase the correct flight which I didn’t know, because everything I selected leading up to the flight was for my home airport.
In my search, I actually typed in XNA and from there it gave me Fayetteville, Arkansas all airports. What from that wording would lead me to believe I was selecting a flight out of North Carolina?
This practice is deceptive, and makes me wonder if it’s some type of bait and switch scam with Booking.com.
In a strange turn of events, I have sent multiple emails to Booking.com customer service and have not received any help, however since I’ve started emailing them, they have changed their mobile app to fix the problem on their end. But I have screenshots showing their mistakes!
Suggested solution:
I would like Booking.com to either refund me the purchase price of the flights purchased through their site or at the very least, provide flight credits to be used towards a future trip.
