Booking.com complaint: Money taken for no ticket

Dear SirMadam,

I would like to file complaint about Booking.com.

I am extremely angry and unsatisfied with my recent experience with Booking.com. I tried to book two return flights from Germany to Indonesia (July 21th 23 – Aug 20th 23) and Booking.com instantly took €2.063.59 from my account with no tickets and just a ‘Booking failed’ response.

After calling and being put on hold and through to different departments 3 times we were told we just have to wait and see if we get a ation or refund or not.

After 4 days I finally received a refund although it’s not officially on my PayPal balance or in my account yet so I STILL can’t rebook my flights yet. We were trying to book these flights at the same time as our friends after having spend three hours trying to co-ordinate the perfect flights for all four of us. Now because of this unexplained error, we risk not being able to get the same flights as them or the flights being much more expensive now.

I’m extremely angry that such a large amount of money was taken from my account so easily and no explanation or product was given – not even so much as an email to explain what the current situation was.

This is unacceptable service from such a large company and I will be recommending to everyone I know to not use this company.

Regards

Kayleigh Carroll