How is the rating calculated?

After you’ve visited a travel provider site from Skyscanner, we show a survey asking for feedback about your experience with that provider. We combine those survey results with any post-booking feedback received by our Support Team about each travel provider to generate an overall quality rating. To make sure that the quality rating is relevant and up-to-date, we only take into account feedback from the last 91 days, and we refresh the scores weekly.

What does the Quality Rating take into account?

Some of the categories we collect traveler feedback about are:

• Price accuracy and fee transparency: How well the provider’s prices match the prices on Skyscanner, and whether any fees and charges are clearly shown.
• Flight availability: Whether flights selected on Skyscanner are consistently available on the provider’s site.
• Website usability: How easy to use and stable the provider’s site is during the booking process.
• Refund and change policy: Does the provider have a clear refund or change policy for each ticket? Is the policy easy to find during the booking process?
• Payment experience: Whether travelers are able to complete the payment process smoothly.
• Customer service and post-booking experience: How easy it is for travelers to contact the provider for help, as well as any concerns about their service and reliability.

Providers could receive a lower Partner Quality Score if they fail to provide good service in these categories.

Our ratings are never influenced by us, or by our travel providers. The scores are only ever calculated using feedback sent to us by real travelers, and the same rules apply across all of the travel providers shown on Skyscanner. It's completely unbiased, so you'll always see an accurate reflection of what other travelers think about each provider.