Skyscanner

User Experience Report

Week of April 1st, 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's key feedback

App Inoperability

A significant number of users, approximately 15%, 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.

The app crashes immediately upon opening, making it impossible to use.

False Pricing

Around 10% 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.

Advertised flight prices are not honored, leading to higher costs at checkout.

Third-Party Scams

Approximately 8% of users have encountered issues with third-party partners, such as being overcharged or scammed, which reflects poorly on Skyscanner's partner vetting process.

Booking through a third-party partner resulted in being overcharged and receiving no support.

Customer Support Issues

About 7% of users report difficulties in reaching customer support, which leaves them without assistance when issues arise, leading to dissatisfaction and a lack of resolution for their problems.

There is no way to contact customer service for help with booking issues.

Nuggets

Major Highlights of the Week

App Inoperability

Several users experience the app freezing or not opening, rendering it unusable for extended periods. This critical issue affects user engagement and retention.

The app crashes immediately upon opening, making it unusable for weeks.

False Pricing

Users report discrepancies between advertised and actual prices, leading to accusations of bait-and-switch tactics. This undermines trust and could be perceived as fraudulent.

Advertised business class prices turned out to be coach prices, misleading users.

Third-Party Scams

The app's integration with unreliable third-party vendors results in users being scammed or overcharged. This damages Skyscanner's reputation and user trust.

A third-party vendor overcharged my credit card, and their contact email is unmonitored.

Customer Support Issues

Users find it difficult to contact customer support, leading to unresolved issues and frustration. This lack of support accessibility negatively impacts user satisfaction.

Attempts to contact customer service are futile, with no response to submitted requests.

Search Functionality Flaws

The search function often fails to find flights or provides inaccurate results, frustrating users and reducing the app's utility. This issue affects the core functionality of the app.

The search always says no flights found, regardless of the query.

Data Privacy Concerns

There are allegations that the app tracks user data to manipulate prices, raising privacy concerns. This perception could deter users from using the app.

The app tracks data and raises prices for trips, which feels invasive.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Inoperability

Several users experience the app freezing or not opening, rendering it unusable for extended periods. This critical issue affects user engagement and retention.

False Pricing

Users report discrepancies between advertised and actual prices, leading to accusations of bait-and-switch tactics. This undermines trust and could be perceived as fraudulent.

Third-Party Scams

The app's integration with unreliable third-party vendors results in users being scammed or overcharged. This damages Skyscanner's reputation and user trust.

Customer Support Issues

Users find it difficult to contact customer support, leading to unresolved issues and frustration. This lack of support accessibility negatively impacts user satisfaction.

Search Functionality Flaws

The search function often fails to find flights or provides inaccurate results, frustrating users and reducing the app's utility. This issue affects the core functionality of the app.

Data Privacy Concerns

There are allegations that the app tracks user data to manipulate prices, raising privacy concerns. This perception could deter users from using the app.

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 1st, 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'.

tclarke6

Week of April 1st, 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 1st, 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 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'.

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

Top Insights This Week

App Inoperability

False Pricing

Third-Party Scams

Customer Support Issues

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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