Booking.com Reviews

Cons

slow career progression as in all big companies

Cons

Nothing everything ok happy to work in that place

Cons

The job itself changed dramatically within the last year, being now focused on evaluating hundreds of calls every month, in which recurring issues are rarely addressed when solicited.

Quality Executive performance is measured in a (quote) "Holistic" way, there is little to no objectiveness as to what is not meeting, meeting or exceeding expectations.

The sickness policy of the company can have you receive a verbal warning for feeling ill as little as three separate days within a 12 months rolling period. Lateness is also counted towards sickness instances, needless to say these have nothing to do with each other. Discretion of the Team Leader applies when interpreting this policy, resulting in some employees being held up to completely different standards than others.

Whilst Customer Service Agents are micro-managed to a ridiculous extent, management has little to no control whatsoever.
I have been working to support different team leaders in different teams. I have seen very significant cases of management not acting in a professional manner and reported some, nothing tangible has ever been done. On the contrary, on a couple of cases promotions were given within a month of reporting.

Almost all internal positions given within the last 12 month have been temporary roles. Those who apply for positions have to go though extensive interview and preparations processes, for positions on contracts that last at times three months. When approaching the end of the contractual period, the employee is told if they will be getting an extension or be returned to their old role. Thanks to this process the company can save an amount in pay, and keep all temporary employees on edge, having them fear for their future and work twice as hard.

Cons

The salaries could be below the market in some departments, and the opportunities outside their HQs are quite limited.

Cons

PHP and the thumbprint scanners

Cons

Holiday scheme, working on bank holidays

Cons

When I first joined in 2016 the office was smaller, I received a decent training and felt as if I was a part of a team. There was always pressure and strict lateness/sickness policy - but manageable as the team huddles and other outings partially made up for it. Last two years the office has steadily become worse, to the present time where (I hear from former colleagues) the work environment has become unbearable. Many of the team leaders are not qualified, I have heard several of the male team leaders talk inappropriately about people in the office and even one of them describing having sex with an agent. This was 1.5 year ago, some of the misconducts I have heard about while being away are just utterly shocking. Being promoted is all about networking (did not use to be) and same people get ignored time after time. The TL (especially externally hired) have close to no knowledge of what their agents jobs are and they also do not care. It is all about how long you keep your customers on hold or how many you manage to get through in an hour, encouraging copy/paste replies and sloppy efforts when there are complaints. If you are hired for a smaller language you can be forced to work on the English line, even when your language has a caseload for you to work on. Explanation being, demand on english line defeats enquires in your language? This is clearly poor management as then recruitment will constantly encourages you to refer more people to your line due to demand. So happy I never have to step a foot in that office again, what a depressing dump.

Cons

A mixture of email and phone work, helping with customers issues after booking. Very target driven for customer service satisfaction and quantity. As time went on, it was clear that the less time you spend with the customer had more relevance than actually really resolving their issue, sadly this wasn't for me.

Cons

Lack of local career opportunities

Cons

No career progression at all

Unfairness

Nobody cares about people, just about statistics