Booked through MakeMyTrip, Goibibo or Booking.com? Here’s who you should complain to when something goes wrong

Booking a holiday has never been easier. Within a few minutes, you can compare flights, hotels and holiday packages from hundreds of providers without leaving your sofa. Whether you use MakeMyTrip, Goibibo, Booking.com or another travel platform, everything feels seamless, that is until something goes wrong.

Perhaps your flight is cancelled, your hotel says it has no record of your reservation. You arrive only to discover the room looks nothing like the photos, or your refund never arrives after cancelling a booking.When that happens, one question causes more confusion than almost any other:

Who is actually responsible?

Should you complain to the booking platform? The airline? The hotel? Or all of them?

The answer depends on what went wrong and who was responsible for it. Understanding the difference can save you time and help you get your complaint to the right place first time.

The booking platform isn’t always the service provider

One of the biggest misconceptions is that the company you booked through is always responsible for every part of your trip.

In many cases, that’s simply not how online travel platforms work. Companies such as MakeMyTrip, Goibibo and Booking.com often act as intermediaries. They bring together airlines, hotels and other travel providers in one place, making it easier for you to compare prices and complete your booking.

But while they process your reservation and payment, they don’t necessarily operate the flight or own the hotel. That’s why it’s important to identify who actually provided the service you’re complaining about.

If your flight is delayed or cancelled

If an airline delays or cancels your flight, your complaint should usually be directed to the airline itself.

The airline is responsible for operating the flight and making decisions about delays, cancellations, refunds and rebooking.

That said, if you booked through an online travel platform, it can often help you manage changes to your booking or explain the options available. In some cases, particularly if you’ve bought a package or special fare, the platform may also handle parts of the refund process.

If you’re unsure, check your booking confirmation. It will usually identify both the platform you booked through and the airline operating your flight.

If your hotel isn’t what you expected

Perhaps you arrive to find the room is dirty, facilities are missing or the hotel claims it has no record of your booking. Your first step should usually be to raise the issue with the hotel while you’re still there. Many problems can be resolved immediately by offering another room or correcting an error.

If the hotel refuses to help, contact the booking platform as soon as possible. Reputable travel platforms often have customer support teams that can intervene, relocate you or investigate whether the accommodation matches the description that was advertised.

If you wait until you return home, it may be much harder to prove what happened.

What if your booking disappears altogether?

One of the most stressful situations is arriving at your destination only to discover that your booking can’t be found.

This could happen because:

• Your reservation wasn’t properly confirmed.
• A payment issue occurred.
• The booking wasn’t passed on correctly.
• The hotel has overbooked its rooms.
• An administrative error has occurred.

Keep copies of your confirmation emails, payment receipts and booking reference numbers. These documents can be invaluable if you need to prove that your reservation was successfully completed.

Waiting for a refund?

Refunds can become complicated when more than one company is involved.

For example, you might cancel through MakeMyTrip, but the airline still has to authorise the refund. Alternatively, a hotel may approve a cancellation while the booking platform processes the payment.

If your refund is taking longer than expected, ask exactly where the delay is occurring.

Questions worth asking include:

• Has the refund already been approved?
• Which company is processing the payment?
• When was the refund initiated?
• How long should it take to reach your account?

Understanding which company currently has responsibility can prevent you being passed backwards and forwards between customer service teams.

Package holidays can be different

If you’ve booked a package that includes several parts of your trip, such as flights and accommodation together, the company that sold you the package may have greater responsibility for resolving problems than if you booked each element separately.

This can make it easier to deal with a single point of contact rather than trying to negotiate with several different travel providers.

Before booking, it’s worth checking whether you’re buying individual travel services or a package holiday.

What should you do if something goes wrong?

If you experience a problem during your trip, acting quickly can often lead to a better outcome.

Try to:

• Report the issue as soon as you become aware of it.
• Take photographs if the accommodation or service doesn’t match what was advertised.
• Keep receipts for any additional expenses.
• Save emails, messages and booking confirmations.
• Make a note of the names of anyone you speak to.
• Keep records of dates and times when you contacted customer support.

The more evidence you have, the easier it is to explain your complaint later.

When should you contact the booking platform?

Even if the airline or hotel is primarily responsible, the booking platform can still be an important source of support.

You should consider contacting the platform if:

• Your booking details are incorrect.
• Your reservation can’t be located.
• The accommodation is significantly different from what was advertised.
• You’re unable to contact the airline or hotel.
• You’re struggling to obtain a refund.
• You believe the information shown during booking was misleading.

Many platforms also have dedicated escalation teams for unresolved complaints.

Don’t assume you’re stuck

Travel problems are frustrating enough without being bounced between different companies, each telling you someone else is responsible.

The key is identifying which business caused the problem in the first place. If the issue relates to operating the flight, start with the airline. If it’s about the condition of your hotel or the service you received, raise it with the hotel. If the booking itself, payment or information provided during the reservation is incorrect, the travel platform may be best placed to help.

If you’re being passed from one company to another without a clear answer, keep a record of every conversation and every email. Having a clear timeline of events can make it much easier to pursue your complaint and reach a fair resolution.

Booking through an online travel platform shouldn’t mean you’re left guessing who to turn to when something goes wrong. Knowing who’s responsible is often the first, and most important, step towards getting your travel plans back on track.

If you have any thoughts on this topic, or any other consumer issues you would like us to cover, feel free to get in touch with us at support@resolver.co.uk

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