I booked a ticket via Booking.com on May 11, 2025 for a Kenya Airways flight from Kampala to Arusha, which was cancelled by the airline just three days later on May 14. According to Booking.com’s own policy, refunds for cancelled flights should be processed within two weeks. It’s now well past that, and I’m still waiting.Each time I’ve called, I’ve been told the same tired line: “We’re waiting on the airline.” Promises to follow up have led absolutely nowhere.I decided to take matters into my own hands and called Kenya Airways directly. They confirmed that Booking.com had never even submitted a refund request on my behalf.When I called Booking.com back to report this, I was met with indifference. The customer service agent—based in a foreign call centre—seemed barely engaged, repeated empty reassurances, and made no real effort to resolve the issue. I felt like I was being handled, not helped.This entire experience has left me disillusioned. If you’re considering Booking.com for flights, I’d think twice—especially if there’s a chance your plans might change. Once they have your money, you’re pretty much on your own.
