Skyscanner – travel deals

User Experience Report

Week of April 21st, 2025

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 – travel deals's key feedback

App Inoperability

A significant number of users, approximately 10%, report that the app frequently crashes or fails to open, rendering it unusable. This issue severely impacts the user experience, as they are unable to access the app's features or complete bookings.

The app has been crashing immediately upon opening for the past couple of weeks.

False Pricing

Around 8% of users have experienced discrepancies between advertised prices and actual booking costs, leading to frustration and accusations of false advertising. This issue undermines trust in the app's pricing transparency.

The app showed a business class price, but upon booking, the price was significantly higher.

Third-Party Scams

Approximately 7% of users have encountered issues with third-party booking sites linked through Skyscanner, resulting in scams or overcharges. This problem highlights the need for better vetting of partner sites to ensure user safety.

I was scammed by a third-party site linked through Skyscanner, losing $312.

Customer Support Issues

About 5% of users report difficulties in reaching customer support for assistance with bookings or issues, leading to unresolved problems and dissatisfaction. This lack of accessible support is a significant pain point for users needing help.

It's impossible to contact customer service for help with a purchase, and no one responds to requests.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Kayak

Kayak is praised for its ease of use, comprehensive search options, and reliable price alerts. Users appreciate its ability to find cheap flights and its user-friendly interface, though some have noted occasional technical issues.

#2 RUNNER UP

Skyscanner – travel deals

Skyscanner receives mixed feedback, with users appreciating its wide range of options and price alerts, but some report issues with app functionality and misleading pricing. While many find it reliable for finding deals, others have experienced technical glitches and customer service challenges.

#3 Straggler

Momondo

Momondo is favored for consistently offering the best prices and a user-friendly experience. Users appreciate its comprehensive search capabilities and ease of use, though some have encountered issues with app updates and occasional discrepancies in pricing.

Nuggets

Major Highlights of the Week

App Inoperability

The app frequently fails to open or freezes, rendering it unusable for some users. This issue severely impacts user experience and retention.

The app won't open for months, making it impossible to use.

False Pricing

Displayed prices often differ from final booking prices, leading to accusations of bait-and-switch tactics. This discrepancy damages trust and could be perceived as fraudulent.

A flight price increased by 29% after booking confirmation.

Third-Party Scams

Users report being scammed by third-party partners, resulting in financial loss and frustration. This undermines Skyscanner's credibility and user trust.

I was scammed $312 by a third-party partner on Skyscanner.

Customer Support Issues

There is a lack of accessible customer support, leaving users without assistance for booking issues. This gap in service can lead to user dissatisfaction and attrition.

Impossible to contact customer service after purchasing a trip.

Data Tracking Concerns

Users suspect the app tracks data to manipulate prices, raising privacy concerns. This perception could deter users from using the app.

The app tracks your data and raises prices for trips.

Navigation Frustrations

The app's navigation is cumbersome, requiring excessive steps to modify searches or access the main menu. This inefficiency frustrates users and detracts from the overall experience.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Inoperability

The app frequently fails to open or freezes, rendering it unusable for some users. This issue severely impacts user experience and retention.

False Pricing

Displayed prices often differ from final booking prices, leading to accusations of bait-and-switch tactics. This discrepancy damages trust and could be perceived as fraudulent.

Third-Party Scams

Users report being scammed by third-party partners, resulting in financial loss and frustration. This undermines Skyscanner's credibility and user trust.

Customer Support Issues

There is a lack of accessible customer support, leaving users without assistance for booking issues. This gap in service can lead to user dissatisfaction and attrition.

Data Tracking Concerns

Users suspect the app tracks data to manipulate prices, raising privacy concerns. This perception could deter users from using the app.

Navigation Frustrations

The app's navigation is cumbersome, requiring excessive steps to modify searches or access the main menu. This inefficiency frustrates users and detracts from the overall experience.

Quotes of the week

Hear from some of the most impactful users to drive changes

I tried to book a flight with business class reservations on this site. When the confirm came back less than 30 minutes later, the price was 29% higher. This is fraud and false advertising. I have used Skyscanner for years, but no more.

pcwhitejr

Week of April 21st, 2025

I will never use again for rental cars. It referred me to book a deal with a company called holiday autos. They miss charged my credit card and admitted to overcharging me on 'accident'. I basically paid double the worth of the original rental.

tclarke6

Week of April 21st, 2025

The feature I’m keeping this app for, hasn’t been working for a while now, which is price alert and saving dates.

1011049089

Week of April 21st, 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

Kelly Williams

Google Play

The feature I’m keeping this app for, hasn’t been working for a while now, which is price alert and saving dates.

Koray Okumus

Google Play

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User Experience Report

Skyscanner – travel deals

Top Insights This Week

App Inoperability

False Pricing

Third-Party Scams

Customer Support 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