An Italian tourist who had booked a holiday package through Booking.com, which included both a round-trip flight and a stay at a guesthouse, won damages in court after his flight was rescheduled without being notified to an accessible email address and, moreover, the accommodation was not available on arrival, reports Corriere della Sera.
The magistrates in Verona ruled in favor of the tourist, who was going to travel to Madrid between 25 and 28 October 2024. On the day of departure, he discovered at the airport that the flight had been moved to the following day, but the information had only been sent to an email address managed by Booking.com, inaccessible to the customer.
“The customer only discovered the change at the airport, which caused major inconvenience, although he demonstrated full availability to continue his journey, returning to the airport the next day and taking a direct flight to Madrid”, explained lawyer Carlo Battistella, from Adiconsum Verona.
The problems did not end there. Upon arrival in Madrid, the tourist discovered that the guesthouse he had booked was closed and there was no way to contact the property, either by phone or email.
“My client tried to contact the property several times using the contact details provided by the platform, but without success. He had to find alternative accommodation, partly due to the lack of detailed information about the location”the lawyer added.
The judge in Verona decided that Booking.com, as an intermediary, has the obligation to provide correct and complete information, to promptly inform the consumer of any change and cannot avoid responsibility through unfair terms. Thus, the court granted the reimbursement of the unused stay, 600 euros in compensation for the ruined vacation and compensation for the stress and inconvenience caused by the unforeseen situation.
“This ruling sets an important precedent for consumers,” Adiconsum Verona sent. “It confirms that digital platforms must be held accountable for the information and services they provide. Citizens have the right to a secure and consistent shopping experience and cannot be left alone in the face of significant disruption.”
The case shows the importance of constantly checking email communications and booking confirmations, especially when travel involves both flights and accommodation. The Italian authorities encourage consumers to report similar situations and seek compensation under European small claims procedures.
