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Dora G. (CS Global)
30 mar 2025, 16:48 CEST
Your reference: @@REF_ID@aeb7566ad3d854b78d@REF_ID@@
Our reference: 40-639281624
Dear OCU,
Following a review of the above-referenced claim, we are able to advise on the following:
Currently, flights on the Booking.com platform are provided via a third-party aggregator, which acts as an intermediary to the airline(s). When a customer makes a flight booking through the Booking.com platform, the booking is directly with the airline. Booking.com is not a contractual party to the flight booking concluded by the customer, and it only acts as the intermediary between the customer and the respectivethird-party aggregator and service provider(hereinafter collectively referred to as “Airline Service Providers”).
Booking.com only provides the platform on which service providers (such as third-party aggregators and airlines) can promote and sell their travel experiences (including flights) and the consumer can search for, compare and book them. Indeed, when a customer makes a flight booking on the Booking.com platform, the customer concludes two separate agreements: (i) an intermediation contract with the third-party aggregator (for the flight ticket) and (ii) a contract of carriage with the service provider/airline (for the flight itself). These agreements between the customer and the Airline Service Providers can be accessed and reviewed from the payment page at the end of the booking flow and are concluded when Booking.com sends the customer a confirmation email on behalf of the Airline Service Providers that the offer has been accepted.
Booking.com is a party to neither the intermediation contract nor the contract of carriage concluded between the customer and the Airline Service Providers. Therefore, Booking.com is notresponsible nor liable for the performance of the above-mentioned contracts. This is clearly stated inClause E2. (Contractual relationship) of the Booking.comCustomer terms of service.
In this case,we fully and explicitly deny liability and disagree with and reject the above-mentioned claim due to the fact that the customer booked a reservation for the date 5 March 2025 and not to 5 February.
Please be kindly informed that the screenshot provided by the customer does not mention the reservation number, so cannot be validated as proof.
Finally, please note that the above is not an exhaustive summary of our position, rights, defence, claims and evidence. Please consider this a preliminary response.
I hope (and trust) that we have informed you sufficiently.
If you have any further questions or comments regarding the above, please do not hesitate to contact us.
Kind regards,
Dora G.
CS Senior Relations Specialist
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