Ebookers Reviews 

TOTAL SCAM. Pls do not use this company.
Booked a flight on 2020 to Singapore cost of £457 but because of the pandemic it was cancelled. They emailed me saying I could still use the travel credit until 2023. They keep telling me to ring the airlines to book another flight which is
Qantas Airlines as theyre saying ebookers couldnt book it on their system, but then the airlines said I have to contact ebookers as I sent the payment thru them. GUTTED. I wouldnt rate them zero star but a NEGATIVE rating. Disgusting.

Left Standing at the Airport with No Flight.

On March 3rd I went to Gatwick to fly to New York with BA on a flight I had booked through ebookers (I had been receiving updates and had been told there was nothing more I needed to do). After an immensely stressful 90 minutes at check-in on the phone to ebookers I was told there was no ticket and I would simply have to buy a new flight. They offered me several dreadful options at about 4x the original price.
In the end I paid a fortune, buying tickets direct with Virgin, travelling to Heathrow the next day, changing and cancelling many arrangements.
My complaints have been unanswered. No explanation, no apology, no compensation of any sort (even just getting to and from Gatwick cost me £40).
I have used ebookers dozens of times since 2000 but I would strongly recommend people avoid them, their affiliates and go direct to the airlines.

Avoid any sort of booking with this company they are possibly the worst if you have any problems. Shame no option for minis rating one star isn't as low as the service

The service from Ebookers when booking a hotel at Disneyland Paris was extremely poor.
I tried to arrange the Disney express service where your bags are taken directly from the Eurostar train to the hotel and you get checked in at the Eurostar terminal, allowing you to go straight to the Disney parks. The hotel could not be contacted directly as they don't take direct calls and upon phoning the Disney Express service, they stated this has to be done via the travel agent the trip was booked with. I phoned Ebookers and they refused to arrange this for me.
The service was widely advertised at the hotel for 25 Euro's per room return. However as the hotel won't take phone calls directly and the service had to be arranged by Ebookers, they very much let us down.

Still waiting for my refund 4 months on. Numerous promises made, none kept. Few hours spent on the phone! Terrible service. Now say I've had the money when I haven't! I now book my flights elsewhere after having been a loyal Ebookers client for years.

Terrible service
I purchased flight tickets for Brazil this July 2023. I purchased hold luggage. But no confirmation was given that I purchased this. For past 3 weeks I’ve tried everything to contact ebookers , I’ve directly contacted TAP Portugal. No joy. As soon as they recieved my money of €3,600 , all contact was gone. So when I show up to airport and there’s an issue , I have no proof I paid for luggage.

In May 2022, we booked 2 double rooms for 4 people on ebookers for a 1 night stay for sept 17 2022 for my husband's birthday. After enjoying a day and evening in London, we arrived at hotel to find only 1 key left in a keybox for 1 room - a double! No-one on duty and no contact numbers anywhere. Eventually, after around an hour of trying to find another hotel room (impossible as was Queen's funeral weekend), we managed to find bundles of towels to make beds on floor for the 2 50 plus aged males so the 2 females shared the bed. Not good! After a mostly sleepless night, in the morning we managed to find a telephone number for ebookers. After around an hour, we were eventually told by an agent the cost of the rooms would be reimbursed by credit coupon. On arrival home later that day, we realised on checking that only £100 had been credited. After 2 more telephone calls, snother 2 x £50 credit vouchers were also allocated to our ebookers account. Result! Or so we thought. On try ing to use the said credit vouchers, it became apparent after several attempts at booking 2 double rooms for another uk based hotel this was not as easy as we had been lead to believe. After hours and hours talking to agents of ebookers via online chat, telephone calls and emails and assurances theyvwoukd help, this has not been our experience. OK, they did manage to exchange the 3 separate vouchers into 1, we were still unable to use them as part payment. The agents excuses (several times for each) ranged from: not able to use because my hotel booking would have been pay later option (it wasn't); voucher could only be redeemed at same hotel as previous booking (not true as I tried this); read on for copy and pasted response:
"Coupon is good for 12 months of date of issuance
-Can only be used on a pre-pay booking at the hotel originally booked
-Coupon cannot be redeemed against Taxes and Fees
-Coupon has no cash value and any residual value will be forfeited
-The coupon code cannot be reused in the event of a change or
cancelation of the booking.
-Bookings are subject to availability
-Cannot be used with other coupon codes. Limit one coupon code per booking.
-coupon only eligible on packages only - not standaline hotel booking or flight booking.
I then had to send screenshots of all stages of attempting to book and pay, which I did.
I also received many, many patronising emails giving instructions on how to use voucher, to which I emailed back stating I already knew how but and after trying several more times, I began to suspect the voucher could not be used on hotel only bookings and also had no code on it to enter when prompted on checkout page.
By this time, I was seriously losing my 💩 with the complete incompetance of the agents. Some had even attempted to make the booking on my behalf but then bacame abrupt saying they couldn't as they were travel agents and i had to do booking myself ( I sincerely believe that they had realised not even they could use a voucher without a code.
After several more emails, other responses became less helpful, see here:
I have checked your account and can see that you have £200 Goodwill Coupon available. You may view and redeem your coupon after logging in to your account.

Please follow the steps provided below:
• Sign in to your account.
• On the Coupons page, you will see all saved coupons. To use a coupon, click "Use this now".
• You can then designate travel specifics, including travel dates and traveler details.
• Once you complete your booking, the Coupons page will show that the coupon has been used, and the date on which it was used.

Thanks for choosing {brand}.

And:

Thanks for contacting ebookers.com.

We would like to inform you that our previous agent already deactivated your previous coupon and has issued an new coupon of 200.00 GBP valid until Apr 30, 2024. Please be advised that you will receive an email for the confirmation of this coupon. Please note that in order to use the active travel coupon you will need to signed in to your account.

Please reach out to us if you have any additional questions – we're here for you and want to ensure you have a good travel experience.

And:

Thank you for contacting Ebookers.

For your additional reference the terms and condition of the coupon
states are as follows:

-Can only be used on a Stand-Alone Hotel booking on Hotels.com
-Coupon is good for 12 months of date of issuance
-Can only be used on a pre-pay booking at the hotel originally booked
-Coupon cannot be redeemed against Taxes and Fees
-Coupon has no cash value and any residual value will be forfeited
-The coupon code cannot be reused in the event of a change or
cancelation of the booking.
-Bookings are subject to availability
-Cannot be used with other coupon codes. Limit one coupon code per booking.

Plus other bs excuses including code emailed to me - wasn't!
DO NOT USE !

The most awful service.
Guide didn't turn up.
Agents agreed refund then return email stated that as I had cancelled the property - no refund
Contacted and agent agreed to refund...and then repeat - 4 times still no refund.
Agent absolutely refuses to give references etc...
TOTALLY unprofessional - AVOID

1. Out of my 6 night stay at the Hyatt Place, North Point Mall, Alpharetta, Georgia, in November 2022, my room was serviced only twice. Despite three complaints to the front desk, nothing changed.

2. I had no change of towels apart from two small hand towels.

3. On my last day, I asked to see the manager to make a formal complaint. I met with Mr. Ahmed Yanes, who introduced himself to me as the Operations Manager. Mr. Yanes was very sympathetic, apologetic and offered me a refund for the four nights I had no housekeeping. In fact, he was at his computer and reassured me that he was processing my refund as we spoke but I received nothing.

4. My reservation was made through EBookers so I contacted them to reitertate my complaint but they just kept me running round in circles. In fact, all they kept emailing me was: “You have contacted us about your stay on 21 Nov 2022. The hotel has advised they will only honor the original cancellation policy and have declined your refund request.
We know this is disappointing. We always try to advocate for flexibility for our travelers, but properties often have strict rules and restrictions around their bookings.” I received the same email from Expedia and Travelocity although my booking was made through EBookers!

5. I eventually escalated my complaint to the CEO of Hyatt, Mark Hoplamazian, he passed it to the General Manager of the hotel, Ms. Keyanna Grey
Ms. Gray wrote to me offering her profuse apologies for the delay in my refund and said that she would process it but it would come from Expedia, and not EBookers. It appears that EBookers, Travelocity and Expedia are the same group.

6. Of course, no refund was ever processed and despite two polite reminders to Ms. Grey and an update to the CEO of the Hyatt group, Mr. Mark Hoplamazian, I have heard nothing since.

7. The hotel’s policy states that it prides itself on a robust cleaning regime and that the laundry is washed at high temperature. They fell very short at all levels of housekeeping in our room. No cleaning in the bathroom & toilet, no rubbish was emptied, our bed was unmade and we had no clean towels apart from 2 fresh hand towels on our last day. These were all services that I paid for.

8. My contract was with Ebookers and I took it in good faith that the hotels they advertised and recommended were of a good standard.

So very disappointed that EBookers and the Hyatt group would treat it’s customers in such a shoddy way.

Be careful with flights on package deals. Booked an all inclusive to Lanzarote. Flights with easyJet don’t include normal size cabin baggage. Only a tiny underseat bag. Need to add £90pp to ebookers holiday cost.

As a platinum member they advertise periodic free airport lounge access. I applied for and received a pass listed with an expiry date of 31/01/23. I wasted a stressful half an hour at the airport trying to get access to the lounge, only to be denied. Ebookers definitely won’t be getting any loyalty from me again in future!

I booked a flight from London to Cairo with a stop in Warsaw, I took the option of carry luggage and 1 luggage up to 23kg, and I paid accordingly to that, later on I found out that the direct return trip from Cairo to London has this luggage allowance and NOT the one from London to Cairo via Warsaw! And off course there was NOTHING at all while placing the booking that saying otherwise! And you can argue all what you want with both ebooker USELESS customer service and American Express trying to sort that out but at the end I had to pay more money for extra luggage!
NEVER USE THIS EBOOKER AGENCY

How this company still exists? Their customer service is the biggest nightmare you can imagine. Dont book with this company

The worst customer service, they will speak to you and promise they are sorting it and then do nothing. They stalled for months and months on my refund and now tell me the time with which they can process refunds has expired. Awful and deceitful, and a nightmare to contact.

We booked and paid in march 2022 for a hotel stay in September and we are still owed £167 in bonus since October. Ebookers customer service is pathetic - they promise they will rectify the problem and don't bother doing anything. Ebookers you should be ashamed.

Great value and excellent customer service

We booked 3 flights to Bangkok with Ebookers flying Thai Airways before COVID (2700 GBP)We were given credits when they were cancelled and issued ref nos for that .When it came to rebooking our flights, Ebookers were absolutely useless ;after numerous phone calls they said that we had to deal with Thai Airway,direct -This meant long calls to Bangkok and then taking flights according limited choice.When we got to the airport Thai Airways charged us a further 3000 GBP -or said that we could not board -they advised us to speak to Ebookers-I have had numerous phone calls with them that lead nowhere
I lost 2,700 GBP with Ebookers without any explanation; their policy of speaking to you and then doing nothing has worn me down to a point where I have to accept that I have lost this money, that I can barely afford-Thank you E bookers!!

Twice today, (hours apart) I have searched for a particuar flight. Both times the costs show as £4526 for 2 flights, and as soon as I confirm, it jumped *both times* up to £6626, and said the same message....."Ticket prices changed from £4526.60 to £6626.60. Because prices change often we recommend booking now to lock in this price."

Well I'd like to lock in the advertised price really. Perhaps I'll report this to the trading standards.

Bait and switch comes to mind

Not a normal company…. If you book anything with them take a screen shot before you do or they charge you, or in my case 3 times the stated price.