Skyscanner Customer Care: A Complete, Practical Guide

What Skyscanner Customer Care Does (and Doesn’t) Do

Skyscanner is a metasearch engine, not a travel agent or airline. It compares prices across 1,200+ airlines, online travel agencies (OTAs), and car rental/hotel providers, then sends you to the partner to complete the purchase. Because Skyscanner does not issue tickets or charge your card, it cannot change, cancel, or refund bookings. Those actions must be handled by the provider that took your payment (for example, an airline like Lufthansa or an OTA like Kiwi.com).

Founded in 2003 and acquired by Trip.com Group in 2016 for approximately £1.4 billion, Skyscanner hosts over 100 million monthly users, across 30+ languages and ~70 currencies. Its customer care focuses on product and search issues (price accuracy, site/app bugs, account access, data/privacy questions) and on directing you to the right party for booking-related problems. Understanding this division of responsibilities is the single biggest time-saver when seeking help.

How to Contact Skyscanner

The fastest official route is the Help Centre. Go to https://help.skyscanner.net/hc/en-gb and choose the topic that best matches your issue. If you need to reach an agent, use “Submit a request” within the Help Centre. Provide your Skyscanner account email, screenshots, device/app version (if mobile), and the full URL or itinerary details you searched. Logged-in users generally get better continuity across follow-ups.

In the mobile app, open your profile, tap Help, and follow the prompts to the Help Centre or contact form. If your issue concerns a booking, Skyscanner will ask who you bought from (airline/OTA) and may direct you to that partner’s support. Social channels like X/Twitter (https://twitter.com/skyscanner) and Facebook (https://facebook.com/skyscanner) can help with general guidance, but for anything requiring verification or personal data, the Help Centre form is essential.

• Help Centre (recommended): https://help.skyscanner.net/hc/en-gb — use “Submit a request” for tailored support.
• App support: Profile > Help — routes you to the Help Centre from iOS/Android.
• Social media: @skyscanner on X/Twitter and Facebook for general pointers; not suitable for sensitive data.
• Language support: Available in 30+ languages; set your language/region at the top-right of skyscanner.net or in app settings.

When to Contact Your Airline or Travel Agent Instead

If money has changed hands, the company that charged your card is your contractual counterparty. For flights, that’s either the airline (if you were sent to its site) or the OTA you chose (e.g., eDreams, Gotogate, Trip.com, Kiwi.com). Skyscanner displays the partner name before redirecting you; it also usually appears on your confirmation email or bank statement descriptor. For any ticket change, refund, schedule change, no-show, baggage purchase, seat selection, or name correction, contact the provider directly.

Airlines and OTAs need identifiers that Skyscanner does not create. Have your airline booking reference (PNR, 6 characters like ABC123), e-ticket number (usually 13 digits), and the provider’s order ID. If you booked via an OTA, your airline may advise contacting the OTA because the OTA controls the ticket. This is normal in indirect bookings. If you used multiple passengers or split tickets, each segment may have its own PNR—bring all the details to avoid delays.

• Provider identifiers: Airline PNR (6-character code), e-ticket number (13 digits), OTA order number, passenger names exactly as on passport.
• Payment proof: Last 4 digits of card, transaction date/time, exact amount and currency, bank statement screenshot with merchant name.
• Travel details: Flight numbers, dates, airports, fare class, any emails from the provider (headers help in fraud/dispute cases).
• Regulatory context: For EU flights, EC 261/2004 rights; for US bookings, DOT refund rules (see section below).

Refunds, Cancellations, and Chargebacks

By regulation, refunds must come from the company that sold you the ticket. Under EU law (EC 261/2004), if a flight is cancelled and you choose a refund, airlines must refund within 7 days. In the US, the Department of Transportation requires “prompt refunds”: within 7 business days for credit card purchases and 20 business days for cash/check. OTAs may add processing time; they can only pass back funds once they receive them from the airline, so ask for written timelines.

Skyscanner cannot initiate or accelerate a refund because it doesn’t hold the funds. However, you can use Skyscanner’s Help Centre to report a non-cooperative partner or recurring issues (include order IDs, timelines, and correspondence). If a provider is unresponsive past the promised window, consider a card chargeback. Most issuers require disputes within 60–120 days from the transaction or travel date (check your card’s exact policy). Provide evidence: cancellation notices, refund promises, and attempts to resolve directly.

Pro tip: If your itinerary includes multiple tickets (common on metasearch), each may have separate refund rules and fees. A non-refundable segment can block a full itinerary refund. Ask the seller to itemize each ticket’s status, penalties, and expected refund amounts (in the original currency). Request confirmation in writing with a case number.

Price Accuracy Issues and Reporting

Price jumps between click-out and checkout typically stem from fare inventory changes, currency rounding, ancillary fees, or OTA service fees applied late in the flow. If you see a significant mismatch (for example, search shows €220 but checkout shows €268), capture a timestamped screenshot of both the Skyscanner results and the partner checkout page. Include the exact route, dates, passenger count, and cabin.

Report via https://help.skyscanner.net/hc/en-gb with “Price accuracy” as the topic. Skyscanner uses automated crawlers and partner feeds, but mismatches occur when availability updates lag by minutes. Consistent reports (with clear evidence) help Skyscanner adjust partner scoring or remove listings that repeatedly add undisclosed fees. You can also toggle “Show total price” and filter out “book with third-party” options if you prefer booking direct with airlines.

To minimize surprises, expand “fare details” on the partner site before payment, check baggage policies (a €20–€60 per leg difference is common on light fares), and verify currency at checkout—some OTAs default to a different currency and apply a 1–3% conversion margin.

Data Privacy, Security, and Account Issues

For login problems, try resetting your password from the sign-in screen, verify you’re using the same sign-in method (email vs. Google/Apple), and ensure you confirm any new device emails if prompted. If you still can’t access your account, submit a Help Centre request with the subject “Account access,” include the affected email address, device/OS, app version, and the approximate date you created the account.

To request data deletion or a copy of your data, use the Help Centre and select the privacy/data rights category. Skyscanner, as part of Trip.com Group, honors GDPR rights for EU users and similar rights in other regions. For policy details, start at skyscanner.net and follow the Privacy or Legal links in the footer, or ask support to provide the current privacy policy URL in your language. Expect identity verification steps before Skyscanner processes deletion or access requests.

Security tip: Price Alerts and saved trips are tied to your account. If you change your primary email, update it in the app or account settings on skyscanner.net to avoid missing critical notifications about price drops or partner messages related to redirect history.

Practical Tips to Speed Up Resolutions

Act quickly. Many airlines let you cancel within 24 hours of booking for a full refund on itineraries to/from the US, and some OTAs offer a short grace period (often 30–60 minutes) for no-fee corrections. If you spot an error in passenger names or dates, contact the seller immediately and ask for the exact change fee in your currency before authorizing changes.

Document everything. Save confirmation emails, chat transcripts, and case IDs. When escalating, include a concise timeline with dates and times (e.g., “2025-05-14, 10:32 GMT: refund promised within 7 business days”). Clear records shorten back-and-forth and improve outcomes, especially if you later file a chargeback or a regulator complaint.

Choose partners wisely. On Skyscanner, compare not just price but also ratings and baggage/fee policies. A €10–€15 cheaper OTA can cost more if it adds a €25 service fee per change. If reliability matters, filter for “airlines only” or select partners with strong user ratings and transparent fee disclosures. For multi-city or complex trips, booking direct with the airline can simplify after-sales support even if the initial fare is slightly higher.