Booking.com Delayed Access To Customer Support During Lufthansa Flight Disruption

I am writing to express my dissatisfaction with the customer support I received from Booking.com regarding my Lufthansa flight booking from New York to Warsaw, scheduled for June 20, under booking reference 4782345. After Lufthansa notified me on November 20 of a schedule change that affected my connecting flight, I needed prompt assistance to understand my options and decide how best to adjust my travel plans. Given the importance of this change and its impact on my itinerary, I expected timely and effective access to customer support. On May 14, 2026, I attempted to contact Booking.com through the website for help with this issue. The experience was extremely frustrating and time‑consuming. I spent a considerable amount of time navigating automated chat systems that repeatedly directed me through the same steps without allowing me to reach a live representative, despite the urgency of my situation. Only after a significant delay was I finally given a telephone number and able to speak with a customer service agent. During that phone conversation, I was offered a complimentary rebooking, including an extra legroom seat, which I accepted and completed. While I appreciate that an acceptable solution was ultimately provided, the difficulty in reaching a human representative caused unnecessary stress and made it much harder to manage an already disruptive schedule change. I respectfully request that Booking.com review my booking to ensure that all details of my complimentary rebooking, including the extra legroom seat assignment, have been correctly processed, confirmed, and secured. In addition, I encourage Booking.com to review and improve its customer support procedures so that customers affected by flight schedule changes can reach a live representative more quickly, especially in situations requiring urgent assistance and clear guidance.