Based on public reviews and response behavior.
600 reviews over 142 days (about 129 per month). Busiest month: 28% of reviews.
Flight & Hotel Booking average: score 66.3, rating 4.29 stars, reply rate 42.1%, over 1,798 ranked companies · benchmark 16 Oct 2026
Score
64.8
Industry average 66.3
1.5 below average
Rating
4.02
Industry average 4.29
0.27 below average
Reply rate
—
Industry average 42.1%
not measured
Among ranked Flight & Hotel Booking companies
Only companies with enough recent, scoreable reviews are ranked.
78% of reviews positive, 21% negative
Covering October 2024 — 162 reviews, not the company's full review history.
Takeaway: Positive sentiment accounts for 80% of reviews in this period, with 20% negative and 1% neutral.
Share of theme mentions
Themes extracted from 600 analysed reviews.
No weakness themes identified yet
Prioritized by observed gaps vs competitors
AI analysis
A card that is absent means no signal qualified, not that nothing is wrong.
Multiple 1-star reviews cite inability to reach anyone during active travel emergencies, including cancelled flights and booking errors. Implement a dedicated 24/7 in-trip support line with guaranteed response SLA under 30 minutes.
Airline dissatisfaction is the single most common negative theme and cuts across 3-star, 2-star, and 1-star reviews. Establish minimum airline quality standards: no middle-seat-only assignments on long-haul flights, clear baggage fee disclosure at booking, and a preference algorithm that weights non-stop routing.
Included in the full report
Unlock the full report — $4.99