Previously, we made the decision to freeze the publishing of our partner quality scores.
As time has gone on, it has become clear that the sharp rise in negative feedback from travellers has not decreased and that the root cause of the problems prompting the feedback are still mostly out of our partners' control. For this reason, we are making some temporary changes to the way we score our partners.
How does it work at the moment?
Skyscanner's Quality Rating is a number between 1 and 5 which reflects the overall quality of the booking experience with one of our partners. We represent this as star ratings which are shown to our travellers on our flights' booking panel, as well as available for each of our providers to view on the partner portal.
This score is comprised of traveller feedback from the following:
- The feedback form that travellers are asked to fill in when they redirect from Skyscanner to a partner's site.
- Complaints that come in about partner booking experiences via our User Satisfaction team.
We are continuing to see a lot of negative feedback coming in via our User Satisfaction team, again often for reasons that are out of the control of our providers. Therefore, we have made the decision to temporarily stop considering the feedback that comes in via our User Satisfaction desk into our quality scores.
How will it work during this time?
The score will be calculated purely based on feedback submitted by travellers through our traveller survey, which all travellers are shown after selecting the travel provider they want to book with.
To make sure 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.
We rate providers based on traveller feedback about flight availability, price accuracy, the ease of use of the provider's site, and unexpected added costs.
Our ratings are based 100% on real traveller booking experiences. They're not influenced by us or our travel providers, so they're completely unbiased. This means the most transparent and valuable information is available to travellers, from travellers.
We will review these changes over the coming months and will inform you of any further changes we make. In the meantime, our User Satisfaction team will continue as usual to monitor complaints closely and work with our partners to resolve both individual and any trending issues.
When will the update scores be visible to travellers?
These scores will be live for travellers to see from Monday 24th August 2020. Your new score is now available for preview in the partner portal.