How is the rating calculated?
We gather your survey results and combine them with any post-booking feedback received by our Support Team about each airline and travel provider. To make sure that the overall quality rating is relevant and up-to-date, we only take into account feedback from the last 91 days, and we refresh our scores weekly.
What does the Quality Rating take into account?
To give you a better idea of how other travellers have found their experience with each provider, we’ve broken down the star rating into the following five categories:
The prices you find on Skyscanner should always be the same as the price you pay when booking. If that's not the case, you'll see a low score here.
Clear extra fees
It's really important that all fees and charges are included in the price you see – that it's always the 'true' cost. Things like being unexpectedly overcharged or having to pay unreasonable card fees will score a provider poorly.
This rates how easy it is to contact the provider and easily resolve booking and flight issues, including cancellations and refunds, with the customer service team. Also includes any reported concerns about a provider's trustworthiness.
Ease of booking
Reflects how easy it is to book with a provider, and any bad experiences after booking. These include dates and currency appearing differently from expected after checking out, and payment being taken from a card with no confirmation of the booking.
This takes into account any experiences you report to us that don't fit into any of the other categories.
These categories reflect the main areas of feedback we get, from the people who know best – you, our travellers.
Our ratings are never influenced by us, or by our travel providers. The rating for each category and the overall scores are each calculated to reflect the sum total of all the feedback we collect. It's completely unbiased, so you'll always see a true reflection of what other travellers think.