Skyscanner launches quality ratings for flight bookings

Skyscanner has launched a new Quality Ratings feature to help customers with their flight booking.


Based on feedback from travellers, the Quality Rating highlights the airlines and online travel agencies that provide the best customer service.

The feature is designed to help consumers make choices based on the quality of the booking site, after sales customer support experience and accuracy of the prices shown.

The new ratings enable airlines and online travel agents to differentiate themselves through the quality of their service as well as on price.

Data from over a million travellers using Skyscanner globally is used to calculate a score out of five for the booking experience with each airline and online travel agency. The Quality Rating is based entirely on traveller feedback from the last 91 days.

It takes into account issues such as price accuracy, additional fees and the booking site’s ease of use, along with the volume of customer complaints. It does not reflect the experience on-board the airline. It is also updated on a weekly basis so that customers can be sure they are basing their decisions on the latest information.

All of Skyscanner’s airline and OTA partners have been given access to the search engine partner portal, FlightsConnect. The dedicated portal has been designed by Skyscanner to allow the meta site’s partners to fully understand how well they are performing in the market to help them improve and optimize their performance.

Travellers will see the score in the search results for a flight after they choose an itinerary. Skyscanner’s consumer advocate Jon Thorne said: “It has always been Skyscanner’s mission to make the flight booking process as clear, simple and trustworthy as possible, giving customers the knowledge and tools they need to get the best flight available.

“Part of this means offering unrivalled global coverage, but with so many flight booking partners to choose from, we also hope this will also give them confidence in the company they choose to book with. It is important that our customers are also given key information about the experience they are likely to get, so they can make an informed choice beyond simply the cheapest price.

“We already work hard to ensure travellers using Skyscanner receive great service from the companies they go on to book with. We actively monitor and enforce standards for fee transparency, upsell, and price accuracy. This rating gives airlines and online travel agents a new tool with which to compete: quality.

“It is intended to highlight airlines and online travel agencies who really strive to offer travellers the best customer experience, and our pre-launch customer feedback shows travellers ‘trading up’ to those with higher scores. Constant feedback from travellers also enables us to provide feedback to companies on how they can improve their service. We therefore hope the ratings can benefit consumers and the industry as a whole.”


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