Sarah K.

My flight to Europe was cancelled on July 10,2017, due to a building fire in the air traffic control building in Leesburg, VA. No flights could depart Washington Dulles Airport due to this fire. My flight was reinstated for 25 hours later, but I had to cancel my entire vacation itinerary because of this fire and could not make it to the hotel I had booked through booking.com. I called booking.com to explain my situation-- all out of my control. I spoke with a representative named Sarina. She explained to me that it was all on the hotel and that they had no ability to cancel. I asked to speak to her supervisor, named Angeliki, and was refused. Supposedly, Sarina contacted my hotel in Austria, and asked for a full refund, but was only given 50% credit for me. My issue with booking.com is this: there should be a company policy in place to give credit to individuals who have booked rooms thru this company in circumstances beyond the customer's control, as this. It is shameful that this company has no policy in order to assist their customers. I will NEVER use booking.com ever again because of the lack of support for their customers. Shameful! Buyer beware... I would hate for anyone else to go thru what I have had to endure, losing major money due to a lack of customer service with booking.com.