Information in accordance with Regulation (EU) 2019/1150
This page provides information for Skyscanner’s commercial partners pursuant to EU Regulation 2019/1150 on promoting fairness and transparency for business users of online intermediation services. On this page, we’ll refer to the legislation as the “P2B Regulation”.
The information below and the pages that are linked to are supplementary to any commercial agreements that we have with you.
The information below is not intended to replace those arrangements and, to the extent that there’s any conflict between the information contained here and the agreements we have with you (as either may be superseded from time to time) then those agreements will prevail.
More details about the benefits of partnering with Skyscanner are available at our dedicated Partners site.
Components of our relationship
Skyscanner commercial partners engage with us on the basis of:
- A Partner Order Form – this details the specific commercial arrangements we have with each partner, including the type of content which our partners provide to us, which markets are served and the pricing information related to that content. The partner order form is issued at the conclusion of our commercial negotiations with partners. The partner order form incorporates the other components noted below into our contract with our partners by reference (along with other key policies that all our partners are subject to, such as our anti-bribery code of conduct and modern slavery policy all of which may be updated from time to time). Partner order forms can be replaced entirely with a new partner order form when we agree new or amended terms with our partners, or else they might be adjusted by written agreement (such as via a letter of variation).
- Skyscanner’s standard Partner Terms – these are updated periodically. When we make changes to these terms, this will be indicated by a new date stamp at the footer of the partner terms. Unless we need to do so faster for urgent reasons (such as to protect our travellers or where we’re legally required to) we will give at least 15 days’ notice of changes. Historical versions of the Partner Terms will still be accessible through the Skyscanner partner portal (which you may need to register to access) or upon request from us. When we update the Partner Terms, we will highlight any material changes to our partners.
- Skyscanner’s Partner Policy and Payment Policy – these policies help Skyscanner ensure that the information we provide to our travellers is clear, accurate and consistent. Our Partner Policy specifically sets out the basis on which our partners’ content may need to be removed from Skyscanner, such as where we find it is not accurate and may harm or disadvantage our travellers. Removal of that content can happen automatically where our accuracy tools identify an issue, but also where we become aware of a potential issue that we need to investigate (such as an increase in traveller complaints about that partner). As explained in our Partner Policy we will remove content which fails to meet the standards we hold all of our partners to, which means that it will not appear (or re-appear) until the issue is resolved.
- Any other agreement which we agree to implement, including in relation to data processing and controlling and any other policies which Skyscanner implements and provides notice of to you.
Suspension of partners and/or content
The circumstances where a commercial partner – or some or all of their content – may be removed from Skyscanner are covered in more detail under our Partner Terms and/or our Partner Policy and Payment Policy, or any other agreement which we have agreed to implement.
Termination
Skyscanner and each partner’s termination rights are detailed in our Partner Terms, or any other agreement which we have agreed to implement.
How we Rank our Results
Our accommodation results are default ranked by "Recommended" and our car hire results are ranked by vehicle category. For flights, we use a default ranking of "best" at dayview, and cheapest on our booking panel. Further details about how Skyscanner ranks its search results are provided here.
Our Partner Quality Score
This rating, which is displayed against a partner in a star format, takes into account several factors, including: (i) the volume of traffic and associated sales the partner has supplied to Skyscanner (because this directly influences our ability to score the remaining criteria with enough quantitative data); (ii) accuracy of pricing information and availability; (iii) number of user complaints about that partner and the speed of resolution of complaints; and (iv) the quality of service on the partner’s website (such as the page loading speed). The rating only appears where we have a sufficient level of feedback on partners to allow for an accurate representative evaluation of performance. This allows us to maintain the integrity of the rating system used.
We work with the majority of our partners to provide feedback about PQS ratings, how these are calculated and how we can work together to improve them for the benefit of our travellers.
Self-Preferencing
Other group companies of Skyscanner, such as our parent company Trip.com and our sister company Travix appear as suppliers on Skyscanner. Neither are subject to preferential ranking on our products, and in all cases, they are subject to the same criteria and policies as any third-party supplier.
Additional Channels
Subject to the restrictions which may be included in our contractual arrangement with you, Skyscanner may make your offers available via third parties operating or participating under Skyscanner’s brand affiliate programmes. Our affiliate participators operate under strict contractual arrangements to protect your and Skyscanner’s content. More information on the benefits of our affiliate programme can be found at our partner site.
Internal complaints handling
For complaints about Skyscanner, please first raise your concern or complaint with your regular commercial manager. You can also raise queries and complaints via our dedicated Zendesk portal for commercial partners. Access to this portal can be found here, and the contact link contained within is also here.
In the event your complaint is not resolved satisfactorily, and where it relates to a matter that’s covered by the P2B Regulation, please contact your commercial manager at Skyscanner and ask them to commence the P2B Regulation Complaint Process. This process will involve the complaint being escalated to our senior panel of commercial directors at Skyscanner. For all complaints, at whatever stage, we will duly consider the issues, and will follow-up and process complaints swiftly and effectively, taking into account the importance and complexity of the issue raised.
Mediation
Where it has not been possible to resolve matters with Skyscanner through conversation with us in the usual commercial channels, and if the complaints handling procedure above has not yielded a satisfactory outcome, for complaints which relate to matters covered by the P2B Regulation it’s possible to utilise a mediation process.
For those purposes, our mediators are the Centre for Effective Dispute Resolution at 70 Fleet Street, London. More information can be found here.
Information pursuant to Art. 11 of the P2B Regulation
We can provide the following information on the functioning and effectiveness of our internal complaint-handling system under Regulation (EU) 2019/1150:
Total number of complaints lodged: 0
Main type of complaints: N/A
Average time to process and resolve complaints: N/A
Outcome of complaints on an aggregated basis: N/A
Last Updated: December 2023.
Updates to this P2B Page
We will update and/or amend this page from time to time.
Updated 7 February 2024