Skyscanner.com.au Trustpilot Reviews Overview

When evaluating the trustworthiness of any online service, especially one as widely used as skyscanner.com.au, diving into user reviews on platforms like Trustpilot is invaluable. Trustpilot provides a public forum where users can share their experiences, often highlighting both the strengths and weaknesses of a service. For Skyscanner, the reviews offer a nuanced picture, reflecting both its powerful utility and the inherent complexities of its meta-search model.

Overall Sentiment and Rating

Globally, and for skyscanner.com.au specifically, Skyscanner typically holds a “Great” or “Excellent” rating on Trustpilot, often hovering around 4 out of 5 stars based on tens of thousands of reviews.

• Volume of Reviews: The sheer volume of reviews (often over 100,000 for Skyscanner’s global profile) indicates widespread usage and engagement, lending credibility to the aggregated rating. A high volume of reviews, even with some negatives, often signals a legitimate and active business.
• Positive Highlights: Many 5-star reviews consistently praise Skyscanner for its ease of use, ability to find cheap flights, and comprehensive comparison capabilities. Users often commend its effectiveness in saving them money and time. Phrases like “found the best deal,” “easy to navigate,” and “saves me so much time” are common.
• Negative Feedback Focus: Lower-star reviews (1-2 stars) are overwhelmingly concentrated on issues that arise after being redirected to a third-party booking site. These often include:
  • Price Discrepancies: The price seen on Skyscanner did not match the final price on the booking site.
  • Hidden Fees: Unexpected charges for baggage, seat selection, or credit card processing on the third-party site.
  • Customer Service from OTAs: Difficulty getting support or refunds from the online travel agency that the user booked with.
  • Booking Issues: Flights cancelled or changed by the airline/OTA, with no direct support from Skyscanner.

Common Themes in Positive Reviews

Users who have positive experiences often highlight specific aspects of Skyscanner’s functionality.

• Value for Money: The primary draw is the ability to find the absolute cheapest flights, hotels, and car hire. Many reviews explicitly state that they wouldn’t have found such deals without Skyscanner.
• User-Friendly Interface: The intuitive design, filtering options, and overall navigation are frequently lauded. The skyscanner com au mobile app also receives high marks for its usability.
• Flexible Search Options: The “Cheapest Month” and “Everywhere” features are often cited as game-changers for flexible travellers.
• Reliable Price Alerts: Users appreciate the notifications when prices drop, allowing them to book at optimal times.

Common Themes in Negative Reviews

The critical reviews, while less frequent than positive ones, shed light on where user expectations clash with Skyscanner’s operational model.

• Misunderstanding of Meta-Search: A significant portion of negative feedback stems from users treating Skyscanner as a direct booking agent. When a problem arises with a booking, they often blame Skyscanner instead of the actual airline or OTA they paid. This is a recurring educational challenge for meta-search platforms.
• Third-Party Issues: Reviews frequently mention issues with specific OTAs that Skyscanner redirects to. Problems like difficult cancellation processes, poor communication, or non-existent refunds from these third parties are often attributed indirectly to Skyscanner.
• Price Volatility: Some users express frustration with prices changing between the time they see them on Skyscanner and when they land on the booking site. While this is an industry-wide issue due to dynamic pricing, it still leads to negative experiences.
• Lack of Direct Booking Support: The absence of a direct phone line or personal support for booking-related queries is a pain point for some users, particularly in stressful travel situations.

Skyscanner’s Response to Reviews

Skyscanner actively monitors and responds to Trustpilot reviews, especially negative ones.

• Standardised Responses: Their responses often reiterate their role as a meta-search engine and redirect users to contact their booking provider for specific issues. This is consistent with their business model.
• Offering Assistance (within scope): For issues directly related to the Skyscanner platform, they typically offer to help or investigate, demonstrating a commitment to resolving problems within their control.
• Transparency: Their engagement on Trustpilot helps maintain transparency, even when the feedback is critical.

In conclusion, the Trustpilot reviews for skyscanner.com.au provide a compelling overview. They confirm that Skyscanner is highly effective as a travel search tool, lauded for its ability to find competitive prices and its user-friendly interface. However, they also underscore the need for users to understand that their relationship shifts from Skyscanner to a third-party provider once a booking is initiated, and any post-purchase issues must be addressed with that provider. Painfreeaussies.com.au Review