Skyscanner

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Skyscanner's key feedback

Unreliable Booking Partners

A significant issue is the unreliability of third-party booking partners, leading to problems like unprocessed bookings and delayed refunds. Approximately 15% of users report issues with partners like Flyin and Travel Merry, raising concerns about Skyscanner's partner vetting process.

I booked through Flyin, but they took my money without booking the ticket, and Skyscanner couldn't help.

Limited Airline Options

Users are frustrated by the limited airline options available, especially for international flights, which affects their ability to find the best deals. This issue impacts around 10% of users who feel the app doesn't provide comprehensive search results.

The app should offer more airline options for international flights.

Price Discrepancies

There are complaints about price discrepancies where advertised prices are not honored, leading to accusations of false advertising. This affects about 8% of users who experience price changes after attempting to book.

The app showed a lower price, but it increased by 29% upon booking.

App Performance Issues

Users report technical issues such as app crashes, freezing, and glitches, which hinder their ability to use the app effectively. Approximately 12% of users experience these performance problems, affecting their overall satisfaction.

The app freezes up and continues to do so even after refreshing.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Momondo

Momondo receives high praise for its user-friendly interface and ability to find cheap flights and accommodations. Users appreciate the wide range of filters and the price alert feature, although some express concerns about being directed to unreliable third-party sites.

#2 RUNNER UP

Kayak

Kayak is well-regarded for its convenience and ability to organize and share travel plans, with users appreciating its flexible date search and price alerts. However, some users report issues with third-party bookings and misleading pricing.

#3 Straggler

Skyscanner

Skyscanner is appreciated for its ability to find budget-friendly flights and its user-friendly interface. However, users report issues with third-party bookings, app glitches, and occasional discrepancies in pricing, leading to mixed feedback.

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Nuggets

Major Highlights of the Week

Limited Airline Options

The app lacks a comprehensive selection of airlines, particularly for international flights, limiting user choice and potentially missing better deals. This gap in airline options affects the app's ability to provide a complete travel solution.

The app should offer more airline options for international flights.

Fraudulent Partners

Users experience fraudulent activities with certain travel partners, such as being charged without receiving tickets or facing unexpected cancellations. This raises concerns about Skyscanner's vetting process for partners and the protection of its users.

Travel Merry triple charged and canceled tickets at the gate.

False Pricing

Displayed prices often do not match the final booking cost, leading to accusations of bait-and-switch tactics. This discrepancy undermines trust in the app's pricing transparency.

The app shows lower prices that increase upon booking confirmation.

App Stability Issues

Frequent app crashes and freezing disrupt the user experience, preventing users from completing bookings or accessing saved information. These technical issues hinder the app's reliability and usability.

The app freezes and crashes, making it unusable.

Ineffective Customer Support

Users struggle to find effective customer support within the app, especially when issues arise with bookings or refunds. This lack of accessible support diminishes user confidence in resolving problems.

No support team available in the app for refund issues.

Misleading Ads

Irrelevant ads, such as those from specific airlines, interrupt the search process and detract from the user experience. These ads can mislead users and clutter the interface.

Stop inserting irrelevant ads before search results.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Limited Airline Options

Fraudulent Partners

False Pricing

Displayed prices often do not match the final booking cost, leading to accusations of bait-and-switch tactics. This discrepancy undermines trust in the app's pricing transparency.

App Stability Issues

Ineffective Customer Support

Misleading Ads

Irrelevant ads, such as those from specific airlines, interrupt the search process and detract from the user experience. These ads can mislead users and clutter the interface.

Quotes of the week

Hear from some of the most impactful users to drive changes

I booked a flight through Skyscanner with a company called Flyin. They took my money without booking the ticket, and Skyscanner couldn't assist as Flyin was unresponsive. This raises concerns about why Skyscanner features such companies if they can't ensure customer protection.

Tamer Rizkana

Week of May 29th, 2025

I tried to book a flight with business class reservations, but the price was 29% higher upon confirmation. This is fraud and false advertising. I've used Skyscanner for years, but no more.

pcwhitejr

Week of May 29th, 2025

Some airlines are missing on Skyscanner, which affects the accuracy of search results.

Dana Danielyan

Week of May 29th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

I tried to book a flight with business class reservations, but the price was 29% higher upon confirmation. This is fraud and false advertising. I've used Skyscanner for years, but no more.

Kelly Williams

Google Play

Some airlines are missing on Skyscanner, which affects the accuracy of search results.

Koray Okumus

Google Play

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User Experience Report

Report Date

Skyscanner

Top Insights This Week

Unreliable Booking Partners

Limited Airline Options

Price Discrepancies

App Performance Issues

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts