news 12 Things to know when making a booking through Skyscanner

All articles

12 Things to know when making a booking through Skyscanner

As you book a flight, hotel or car rental through Skyscanner, there are a few things you might not be entirely sure about.

Is this partner site trustworthy? Where will I get my booking confirmation? Will I get a refund if I make a cancellation?

Here, you can get the answers to all these questions – and more – so you are able to clear your doubts and book with confidence. Before we begin, if you’re new to Skyscanner, we’d like to first introduce ourselves.

About Skyscanner

Who are we? We are a leading global travel search engine visited by 80 million people each month. We aggregate the best travel deals from over 1,200 partners including airline sites and online travel agencies (OTAs). We help travellers like you during your travel planning and booking process. On Skyscanner, you can compare travel deals with ease and pick those that meet your budget and preferences.

Oh, and most importantly, our services are completely free for users!

The most frequently asked questions about online travel agencies

Here are the questions we will address below:

  1. What are OTAs?
  2. Are OTAs legit?
  3. Why is the price different on Skyscanner and the OTA?
  4. Where is my booking confirmation?
  5. How do I change my booking details?
  6. Can I still earn my miles if I book with Skyscanner or OTAs?
  7. What is the pink book button?
  8. What items are included in the price displayed on Skyscanner
  9. Do OTAs charge credit card fees?
  10. How do I cancel my booking?
  11. Do OTAs provide a refund for change of dates or cancellation?
  12. More information about OTAs on Skyscanner

1. What are OTAs?

Online travel agencies (OTA) are websites that offer travel products and services such as flights, hotels, and car rentals to travellers. OTAs usually have an agreement with the supplier (such as airlines and hotel owners), and they make a profit through resale.

In case you’re wondering, you do not necessarily pay more when booking through an OTA rather than directly with the supplier. OTAs can negotiate for a lower rate by buying bulk inventory or participating in B2B marketplaces where these inventories are sold at a much lower rate. They then pass on the savings to you.

Skyscanner Tip: Use our app to compare all the prices available out there before making a booking.

Back to list

2. Are OTAs legit?

Our OTA partners are definitely legit. We vet all our online travel agency partners and they have to meet high standards in terms of customer service before they can work with us.

Of course, not all OTAs are equal. Each OTA is different in terms of factors like booking process, pricing strategy and customer service offerings. To help you choose wisely, each OTA has been given a Skyscanner Quality Rating score which is derived from our on-site survey and customer feedback about price reliability, fees, customer service, and the ease of use of the provider’s site.

The ratings appear as gold stars, and five stars would be the best rating for an OTA. The numbers beside the stars show exactly how many individual feedback contributed to the final ratings. The Quality Rating score is an aggregate rating of the last six months, so it does not get outdated.

Users can view the Quality Rating scores of OTAs before they move on to the partner site

Skyscanner Tip: You’ll find the Quality Rating score displayed prominently under the name of each OTA so you can compare them easily.

Back to list

3. Why is the price different on Skyscanner and the OTA?

Skyscanner sets standards for fee transparency and price accuracy. However, there could still be small price differences as viewed on Skyscanner and the OTAs. On top of that, final prices will change if you select add-ons such as check-in baggage and travel insurance.

Keep in mind that Skyscanner does not change the price that appears on our platform. The estimated mandatory taxes and fees are included in the prices displayed on Skyscanner. When you are redirected to the website of the OTA for bookings, these prices are updated based on availability and your booking details.

Skyscanner Tip: Read our science behind flight pricing article to get a more in-depth understanding behind flight prices.

Back to list

4. Where is my booking confirmation?

After making your reservation with the airline or the OTA, you will receive the booking confirmation in your email address. It might take some time, even up to 24 hours, for the provider to issue the e-ticket or booking reference number.

If it does not appear in your inbox, check your spam folder. Otherwise, contact the airline or the OTA directly for help. Forgot which OTA you booked from? Look at your credit card statement as this piece of information is usually displayed there.

Back to list

5. How do I change my booking details?

You may contact the OTA, airline or hotel directly if you need to make changes to your booking details. Currently, Skyscanner does not have access to your booking information.

Most airlines and hotels allow you to manage your own bookings, provided you have a booking reference number. This should be given to you in the booking confirmation email. There may be fees for making changes, depending on the type of ticket you booked.

For more complicated requests, it’s also best to go directly to the airline or hotel.

Back to list

6. Can I still earn my miles if I book with Skyscanner or OTAs?

Yes, bookings made with OTAs are eligible for miles as well as OTA loyalty programs.

After your search on Skyscanner, you’ll be redirected to the relevant partner site. During the booking process, there should be an option to input your membership or frequent flyer number.

Otherwise, you can retrieve your booking on the airline’s website using your booking reference. Following that, key-in your membership or frequent flyer number into the passenger details to earn your miles.

Back to list

7. What is the pink book button?

You may see pink “BOOK” buttons amid the green ones when you’re checking for offers on Skyscanner. The pink buttons indicate that you can complete your purchase with a travel provider without leaving Skyscanner. This offers you a more simplified booking experience with select partners, especially if you’re booking flights on your mobile phone.

The pink buttons are available for bookings on some partners like Trip.com and Kiwi.com
Complete your bookings seamlessly with Trip.com on the Sksycanner app

Remember that you are still booking with the airline, travel agent or travel provider. They will collect your payment and you will receive any confirmation email, e-ticket and vouchers directly from them.

Bonus: if you’re logged into your Skyscanner account, you can experience seamless booking by having your details auto-filled based on your previous bookings. We are continually improving the user experience on our app and site, and these are a few improvements we’ve implemented. Learn more about Skyscanner app features in this handy guide.

Back to list

8. What items are included in the price displayed on Skyscanner

Taxes, fees and surcharges are factored into the price

The price displayed on Skyscanner is inclusive of the base fare plus an estimate of the total mandatory taxes and fees. After you’re redirected to the partner website, the price will be updated. Note that there may be small differences in the price listed on Skyscanner and our partner.

Skyscanner Tip: You can check a list of airline fees here.

Back to list

9. Do OTAs charge credit card fees?

Some OTAs charge extra fees for special payment methods. However, there’s typically at least one popular payment method that is free of charge; the prices on Skyscanner reflect this.

Back to list

10. How do I cancel my booking?

If you made your booking with an OTA, retrieve your booking on the OTA website and request for cancellation. The cancellation link may also be provided in the booking confirmation email. You should also check the OTA website or contact them directly to learn more about their cancellation policies and whether you are eligible for a refund.

Back to list

11. Do OTAs provide a refund for change of dates or cancellation?

For this particular ticket that can be purchased on Trip.com, it is clearly stated that the ticket fare is non-refundable and date changes are not permitted

To make changes in dates or to cancel your booking entirely, you should contact the OTA. Most OTAs charge a fee for changes and cancellations unless you specifically purchased a flexible ticket. On top of that, some tickets are non-refundable. Such information on fare conditions is typically displayed on our partner’s website. Users are advised to read the OTA policies and T&C before making their purchase.

Back to list

OTA information on Skyscanner

Bravofly

Bravofly

Bravofly is part of the lastminute.com group based in Switzerland. This company is a European leader in the travel industry, with websites and apps in 15 languages across 35 countries. On Bravofly, travellers can search and book flights, hotels and car rentals for their holiday. Contact them here.

BudgetAir

BudgetAir

BudgetAir is part of Travix International BV (or Travix) which is headquartered in Amsterdam, Netherlands. BudgetAir allows users to compare and book flights to any destination worldwide. On top of flights, BudgetAir has a database of over 100,000 hotels and a listing of car rental deals offered by the largest car hire companies. Contact them here.

eDreams

eDreams

Based in Madrid, eDreams is Europe’s largest flight retailer. It has a presence in 43 countries across five continents. eDreams provides travellers with the tools to search for flights, hotels, cruises, car rentals, holiday packages and travel insurance. They leverage on the latest industry technology while applying a strong customer-centric approach throughout their business. Contact them here.

Expedia

Expedia

Expedia is a full-service online travel brand founded in 1996. It’s part of the Expedia Group which encompasses brands like Hotels.com, Orbitz and HomeAway. Expedia has an extensive selection of products and services, from vacation packages to flights, hotels, rental cars, train tickets, cruises, activities and attractions. Contact them here.

FlightNetwork

FlightNetwork

Advertising itself to be the largest Canadian-based online travel company, FlightNetwork specialises in providing travellers around the world with low-priced airfares, hotels, vacation packages and car rentals. It has been around since 1998 and serves millions of visitors each month. Contact them here.

Fly365.com

Fly365

The Australia-based Fly365 prioritises experience above anything else. They offer single and multi-stop itineraries, as well as flexible fare options. On top of that, there are no booking fees and they monitor emails 24/7. Contact them here.

GotoGate

GotoGate

Gotogate is owned by Etraveli Group AB (publ), an online travel agent that has operations in 72 countries across 6 continents. Gotogate aims to offer its customers the cheapest flights by comparing the fares of their 650 partner airlines. They also have hotels and car rental options. Contact them here.

Kiwi.com

Kiwi.com

Based in the Czech Republic, Kiwi.com is a fast-growing flight search engine designed to help users find flights within their budget. Some of the perks of booking with Kiwi.com include offline tickets, 24/7 customer support, and a Kiwi.com guarantee for cancelled or delayed flights. Contact them here.

Mytrip.com

Mytrip.com

Founded in 2007, the Athens-based Mytrip.com offers a variety of products such as flights, hotels, car rental and insurance. They have served over 1,300,000 customers in the past year, from solo travellers and families to business travellers. Contact them here.

Travel2be

Travel2Be

With 15 years in the tourism industry, Travel2be is run by passionate travellers who harness new technologies to the benefit of their users. They develop tools for flight searches to ease the travel planning process for travellers. Contact them here. Contact them here.

Travelgenio

Travelgenio

An online travel agency based in Spain, Travelgenio has been in operations for 15 years. They act as an intermediary between airlines and users, and they aim to make travelling accessible to more people by offering them the best rates. Contact them here.

Trip.com

Trip.com

Part of the Ctrip Group, Trip.com provides travel booking services for flights across 5,000 cities and hotels in 200 countries and regions. They offer their services in 13 languages, and their English support team is available round the clock via phone, email or the mobile app. Contact them here.

Tripair

Tripair

An online travel agency based in Athens, Tripair is a platform to seek out flights, hotels, car rentals and travel insurance. They also issue ferry tickets to and from Greece, Turkey and Italy. Tripair is owned by Altair Travel Agency S.A., a brick and mortar travel agency that was established in 1980. Contact them here.

Via.com

via.com

Headquartered in Bangalore, Via.com was launched in 2006 as flightraja.com. Following a huge success in India, with 20,000 partners spread across 2,400 towns and cities, Via.com has since expanded abroad to countries like Singapore, Indonesia and the Philippines. They focus on cheap air tickets and hotels for every budget. Contact them here.

Back to list

Map