Skyscanner complaint letter

If you’ve had an issue with Skyscanner — for example a price changing at checkout, a broken redirect to a partner site, or unclear information — this page helps you craft a clear, effective complaint letter that sets out what happened and what you want.

What this letter should achieve

• Explain what went wrong and when it occurred, with a concise timeline.
• Describe the practical impact on you (inconvenience, additional costs, lost time).
• Ask for a specific, reasonable remedy (for example an explanation, correction, refund from the booking provider, or a goodwill gesture).
• Provide the key references so your case can be traced quickly.
• Set a fair timeframe for reply and signpost how you’ll escalate if it’s not resolved.

Common issues people complain about

• Pricing Discrepancy — the fare or room price shown on Skyscanner differs from the amount at checkout with the partner.
• Redirect / Booking Link Issue — links looping, timing out, or sending you to the wrong itinerary, currency, or provider page.
• Misleading Information — unclear baggage rules, fees, availability, or headlines that don’t match the detail.
• Technical Error — search results not loading, filters not working, or app/website glitches.

What to include

• Your full name, contact details, and Skyscanner account email (if you have one).
• Relevant booking or reference numbers, airline/partner names, route/dates, and the exact itinerary or hotel details you selected.
• Dates and times you searched or tried to book, including time zone.
• URLs, screenshots, or screen recordings showing the issue and the price shown.
• Device, app version or browser, and clear steps to reproduce the problem.
• A short, bullet-point timeline of events and what outcome you want.

Evidence: Account number, contract dates, bills, fault logs/screenshots, and correspondence.

Escalation and timeframes

Allow the provider a reasonable time to respond; if unresolved, ADR routes are typically available after deadlock or set time limits.

If your complaint relates to a partner you were redirected to (such as an airline or online travel agent), you may also need to raise the issue with them directly. Ask for a final response or a deadlock confirmation if matters aren’t resolved.

Independent options may include an Alternative Dispute Resolution (ADR) scheme used by the provider (e.g., Ombudsman Services or CISAS), where available.

Practical tips

• Be clear and factual; avoid speculation and stick to what you can evidence.
• Attach copies of documents and screenshots; keep originals safe.
• Quote prices, currencies, and timestamps exactly as shown on screen.
• If a redirect fails, note the URL, time, and any error message.
• State a reasonable remedy and how you’d like to be contacted.
• If you tried multiple browsers or devices, mention which worked or failed.
• Keep a record of all correspondence in date order.