Booking.com Free Airport Transfer Denied in Lisbon Despite Reservation Benefit
On August 22, 2025, I had a confirmed reservation through Booking.com (Reservation No: 5471****97) which explicitly included the benefit of a free airport taxi in Lisbon, Portugal. This perk was already linked to my booking in the system, and I fully expected to use it upon arrival.
However, when I tried to claim this benefit, I was told I could not use it. I contacted customer service multiple times—by phone, email, and even through Twitter—but none of my attempts led to a proper resolution. The only explanation I was given was that I should have entered my flight details into the system 24 hours in advance. Since I entered the details just 1 hour late, Booking.com refused to honor the benefit.
This situation caused me unnecessary inconvenience and stress. A service that is advertised as included in the reservation should not be denied to customers over such a minor technicality.
I demand that Booking.com fulfill the free airport transfer benefit that was promised with my reservation, or offer appropriate compensation for denying the service. Customers should not lose access to included benefits due to such rigid and poorly communicated rules.
