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Fatimah Köspardiana (CS Global)
12 ago 2026, 10:45 CEST
Our reference: -
Your reference:
Dear OCU,
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 respective third-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 not responsible nor liable for the performance of the above-mentioned contracts. This is clearly stated in Clause E2. (Contractual relationship) of the Booking.com Customer terms of service.
However, in an effort to assist we can contact the Airline Service Providers in order for them to investigate the case and provide you with their position on this matter. Unfortunately, we have not received sufficient information relevant to the claim. There are no reservations in our website under the email provided email address ggatnau@gmail.com.
In order to be able to help you with the aforementioned claim, the information on it must include the data required below:
• Reservation confirmation number with Booking.com: (starts with 40-) This information is visible if you have a Booking.com account or in your booking confirmation.
• Email address (used to make the reservation): The provided email ggatnau@gmail.com has no active bookings on our website.
We thank you for sending us the requested information as soon as possible so that we can give a response to the case in a timely manner.
With kind regards,
Fatima K
CS Legal Support Advisor
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