u/lolsomethinglikethat

For existing premium rewards card credit card holders, how do we know when and what the % or points structure will change to? For example, Platinum honors will go from .75 to .50 right? When will that apply? I swear I read something about a grace period but the information on google isn’t clear is it 3 months, 6? Already applied?

I can’t find a date or detail of what % I’m earning now or if it’s already changed. It’d be nice to be able to see an exact date so I can use my card appropriately.

Does anyone know?

Things for your tech team to look into that I have found extremely frustrating with booking.com app and customer experience that I haven’t experienced with other providers, and am loyal to booking due to the credit card:

What I’ve encountered

- try to book flight & apply booking credit card, on app, doesn’t work. Keeps rebooting back to the same page
- try to re add the booking credit card. Using us address, apply the address a million times keeps circling back to the same page to add address. Will not work. Asks for address and country
- try to go back a page, then go forward. Now has a field for state that wasn’t showing up before. Once state is entered let’s move on to next page. This field was not present before

Another instance
- go to apply $15 flight voucher and pay the rest of flight with booking credit card
- look at totals paid, $15 voucher was not deducted
- go to rewards page, says $15 voucher was deducted
* did not use or get the benefit of the voucher … issue of its own. Why is my voucher saying used and it didn’t apply? If it didn’t apply why cant I use it ?

Try to find customer service
- difficult to find customer service on the app. Was directed to faq. I don’t need faq I need a human
- googled live chat and was in contact with a person explained to her the whole situation was directed to a phone number “specific for this issue”

Call customer service from the live chat
- ai bot
- told the ai bot the issue a million times was directed back to the online chat or a “phone number in my email”
- no phone number in my email
- keeps saying it’s for accommodation and to go online or to number instead

Had to open app to try to find a phone number
- from the booking it said live chat again, was difficult to find the phone number

Called
- asked for my reference number. I put the reference number and it kept saying it wasn’t valid. I’m reading it off my email it IS VALID.
- i type it a million times. Doesn’t work repeatedly

Hang up, try live chat again
- live chat sends me to call

I call again
- I call AGAIN
- talk to a human who then forwards em to another number on the call
- I’m back to the same excruciating AI agent i keep begging for a human. The ai doesn’t help and doesn’t let me intercept her instructions
- it goes to hang up on me I yell STOP
- then it tries to have me give reference again
- I give reference again it doesn’t validate it AGAIN
- directs me back to the site

I use booking.com for the prices and because I have a credit card but this is unacceptable. The app is constantly looping on me, I’ve had to call about issues before.

PLEASE for the love of all that is good, have your engineers look into this stuff.

Have your CSM team and AI team look into the call system. There is no reason I should be looping back to the site and shouldn’t be able to get a human. If my reference code isn’t working (it should be to no fault
Of my own… SEND ME TO A HUMAN TO FIGURE IT OUT). And if I get help from humans on the phone or the website telling me to go to this specific team, I should not be getting sent to the wrong phone number again for help

Mind you I am a technologically advanced 30 year old with experience in product and tech and it wouldn’t work for me. I cannot IMAGINE what someone older with less skills might go through, probably just sacrifice their lost money which it’s starting to seem like was the goal of this experience ?