Name: Bookaway
Address: Hata'as 6, Hata'as 6, Tel Aviv-Yafo
Rating: 3.91

“I booked a vehicle service in advance. And the operator didn’t show up. I requested refund right away with all documents as per the request of Bookaway even the receipt of Uber service that I had to take due to the no-show of the operator. And it’s more than 10 days since then and Bookaway keeps saying that they’re under investigation with the operator who has never provided evidence of their completing the service. Requesting all relevant evidence from the client’s part while just listening to what operator says? I will never use this service again. And because of the no-show of the operator, I wasted more than an hour at the airport after midnight, meaning that not only inconvenience but also safety risk was caused. Normally I don’t write review but leaving this review so that no more people are affected due to the irresponsible service of Bookaway. I’ve been using this platform more than a year with no any significant issue but it is time to say goodbye”

Helpful Report

Posted 2 weeks ago

Hello Jihy, Thank you for sharing your experience with us, and we’re truly sorry for the frustration, inconvenience, and stress this situation has caused, especially given the late hour and the safety concerns you mentioned. At this time, your case is still under review and has not been closed yet. To clarify the timeline: when you initially informed us of the no-show, we escalated the case to the operator immediately. The operator later claimed that the service was completed, which is why we reached back out to you for clarification and supporting details. Once you confirmed that the service did not take place and provided the requested documentation (including the Uber receipt), we escalated the matter back to the operator again. As part of our internal guidelines, we are required to give the operator a final opportunity to respond and provide evidence. That said, please rest assured that if the operator fails to respond or cannot substantiate their claim, we will step in and resolve the case from our side. We understand that the investigation period feels long, and we sincerely apologize for the delay. Your safety and experience are important to us, and we appreciate your patience while we complete this process properly. We’ll follow up with you as soon as we receive the operator’s response or once we’re able to proceed with a resolution independently. Thank you again for bringing this to our attention. The Bookaway Team

Posted 2 weeks ago

“They completely messed up our tip in Laos by taking over 30 hours to let us know our train was fully booked. There were then no other options available. Sent so many emails trying to confirm it. Customer service was awful. They really messed up Christmas day for us, unforgivable. Never again!”

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Posted 1 month ago

Hi Robert, I’m very sorry to read this. High season in Laos can be challenging, and bookings made close to travel dates are more vulnerable to sell-outs while confirmations are manually reviewed. We can confirm the booking was cancelled and fully refunded, but the delayed communication and outcome were understandably disappointing. Your frustration is completely valid, and I’m sorry this was your experience. If you need anything else, please let us know. Kind regards, The Bookaway Team

Posted 3 weeks ago

“This was one of the worst booking experiences we have ever had. We booked for December 15, but at the end of the booking process the date suddenly appeared as December 19 — this was not caused by any mistake on our side. We contacted customer service immediately. In their first response, customer support clearly and explicitly confirmed that they would change our departure date to December 15 and that we would receive a confirmation email once the booking was updated. This was not vague wording; it was a clear commitment. However, in a second email, they suddenly claimed that the change was no longer possible because December 15 was supposedly unavailable. This directly contradicts their earlier message and demonstrates extremely poor internal communication. After that, they stopped responding to our emails entirely. We have paid in full but did not receive a usable service. We are now left with a booking we cannot use, no support, and unnecessary stress. Promising a solution and then withdrawing it — and ultimately ignoring the customer — is unacceptable and highly unprofessional. This experience feels misleading and unfair. Based on how this situation was handled, I cannot recommend this service.”

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Posted 1 month ago

Hello Martina, Thank you for taking the time to explain what happened. We’re truly sorry for the frustration and stress this situation caused. After reviewing your case in detail, we can confirm that an incorrect response from our AI-assisted system caused the confusion regarding the travel date. We sincerely apologize for this error and for the conflicting information you received afterward. We understand how disappointing it is to be given a clear confirmation and then have that reversed, and we acknowledge that this fell short of the service standard we aim to provide. We’d also like to confirm that the full amount paid has now been refunded, as the booking could not be used. We appreciate you bringing this to our attention. Your feedback is being shared internally to help us improve our processes and prevent similar issues in the future. Thank you for your patience, and again, our sincere apologies for the experience you had. The Bookaway Team

Posted 2 weeks ago

“Terrible service”

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Posted 1 month ago

Hi there, We’re very sorry to read about your experience. This isn’t the standard we aim for. Please share your booking details (booking number, date, route) so we can review what happened and address it with the operator. You can reach us at support@bookaway.com If you need anything else, please let us know. Kind regards, Team Bookaway

Posted 2 weeks ago

“Terrible- don’t book with this company. Cancelling a booking by email just before the bus departs leaving me stranded. No telephone call or offer of help or support whatsoever!”

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Posted 3 months ago

Hi Nick, We’re sorry to hear about the frustration and being left stranded. Unfortunately, there are things that are outside of power, such as last minute cancellation due to diverse factors. We’ll review what happened and coordinate with the operator to understand and address this issue. If you can share your booking details, we’ll look into a resolution and future improvements. Best regards, The Bookaway Team

Posted 2 months ago

“Every uncomfortable seat taken in the Van. Bags had to be placed in the lap, 20 stops , 4 hour trip , Beware !!! Avoid at all costs !!!”

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Posted 3 months ago

Hi Eric! We’re sorry to hear the trip wasn’t as comfortable as expected. The service you booked was a standard shared transfer, which may include multiple stops and limited luggage space. Travel times can also vary slightly depending on traffic and local conditions. We’ll share your feedback with the operator to help improve the experience for future travelers. The Bookaway Team

Posted 2 months ago

“Every uncomfortable seat taken in the Van. Bags had to be placed in the lap, 20 stops , 4 hour trip , Beware !!! Avoid at all costs !!!”

Helpful Report

Posted 3 months ago

Hi Eric! We’re sorry to hear the trip wasn’t as comfortable as expected. The service you booked was a standard shared transfer, which may include multiple stops and limited luggage space. Travel times can also vary slightly depending on traffic and local conditions. We’ll share your feedback with the operator to help improve the experience for future travelers. The Bookaway Team

Posted 2 months ago

“In my 1 week stay in Costa Rica, 3 of my trips were cancelled. You reply back to their email and get error messages. Been back 23 days, still haven't processed my refund. They cancel a trip and you have to provide the proof. No accountability. No I'm sorry for the inconvenience. The fact that you have to fight to get your money back on a cancelled trip from them! Unacceptable & unprofessional! Customer service is lengthy, "Their team is still working on it". You reply to their messages, get an error message. Every time you respond another agent responds to you, so you have to repeat yourself instead of them reading the email thread. Which just adds to their delayed "team working on it"!”

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Posted 3 months ago

Hi Karina, Thanks for your review. We're sorry to hear about your experience. I have reached out to you in private to sort this out. We sincerely apologize for not addressing your claims more efficiently. Make sure to reach back to us if you need anything else. Happy travels, The Bookaway Team

Posted 3 months ago

“In Tanzania I booked my ticket from dar es salaam to Dodoma. Booking reference number: BW4212666. Morning 6am train. Upon reaching the station I was told that the ticket was never payed for though I paid to bookaway. I had to pay again for same journey. Not sure if I will get my refund back ?”

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Posted 3 months ago

Hi Sachin, I hope you're doing well! We're sorry to hear about this situation. We contacted you in private to further investigate this case. Best wishes, The Bookaway Team

Posted 3 months ago

“utter scam..booked and paid first class Aswan to Luxor..tickets not issued until 15 minutes before travel and were 3 rd class...turns out there is no first class on that train. stay well away”

Helpful Report

Posted 3 months ago

Hi there, sorry to hear about your experience. In order to check what happened, we’ll need your booking details, could you please send us your reference number or the email used for the reservation? You can reach our support team at support@bookaway.com. Sofi - The Bookaway Team

Posted 3 months ago

“We booked bus tickets from Hurghada to Cairo departing 8am. Several days before, I asked if we could change the departure time to 9am but were told this wasn't possible. So we woke up at 6am, rushed through breakfast to get to the Go bus station before 8am only to be turned away from the bus because Bookaway issued tickets departing 9:30am! So we are now waiting at the bus station for an hour and a half with no air conditioning and flies everywhere and we'll be arriving at Cairo later than planned.”

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Posted 3 months ago

Hi there, sorry to hear about your experience. In order to check what happened, we’ll need your booking details. Could you please send us your reference number or the email used for the reservation? You can reach our support team at support@bookaway.com. Sofi - The Bookaway Team

Posted 3 months ago

“Endless communication issues, no reliability an at the end I even paid the ticked I never had the chance to use. After endless discussions no good will regarding the ticked price or anything at all from the company. Last time for me using Bookaway.”

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Posted 4 months ago

Hey there, We are very sorry to hear about what happened and your negative experience. Unfortunately, I couldn't find a booking under your name in our system in order to check about what happened and provide you with a resolution. Please contact us at Support@Bookaway.com and our support team will help you with this. Your feedback is incredibly valuable to us, and we appreciate you bringing this issue to our attention. Our sincerest apologies, The Bookaway Team

Posted 3 months ago

“We booked through Bookaway, expecting a 3-hour transfer to Cat Ba. It took 6.5 hours, we missed our cruise, and faced extra costs. Despite clear evidence the delay was due to poor planning, Bookaway sided with the operator and offered only 10% refund. They claim the service was “completed” even though it arrived hours late. Zero accountability and no protection for customers. Would not book with them again.”

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Posted 5 months ago

“Terrible customer service! They stop replying or help you after buying the tickets.”

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Posted 5 months ago

Hello Yoko, We’re sorry for the frustration you experienced. Our team actually reached out to you a couple of times but did not receive a response. We also apologize for the delay, as we’ve been handling a high number of requests. For urgent matters, please contact us through our Instagram or Facebook messages so we can assist you faster. We'll contact you once again privately in case you need further assistance. Best, The Bookaway Team

Posted 5 months ago

“Before we left Australia, our booking from Gili T to Sanur was changed to 9 am, which wasn't an issue. However, on the day we were booked, it was 10:30 am, not 9 am, after we rushed to get there for 8 am. Secondly, the ferry trip wasn't bad, but the shuttle service from PadangBai to Sanur was atrocious. The van was hot, my son's seat swayed, and every time we took a corner, it threw him into the door. My husband sat in the front with a hole under his feet and hot air from the road coming up. There was a gap in the door next to him that felt like it was going to open at any time. I would not recommend this service ever!”

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Posted 6 months ago

Hi Prudence, Thank you for taking the time to share your experience. We’re genuinely sorry to hear about the discomfort you faced during the shuttle service. This is not the standard we strive for, and your feedback is crucial for us to improve our services. We are currently reviewing the details of your journey to address these issues with our partners. We’ve reached out to you privately to better understand what happened and help make things right. Warm regards, Team Bookaway

Posted 6 months ago

“Bookaway is a total scam. We booked a €100 luxury van transportation. The driver arrived 2 hours 30 minutes late and in an old vehicle without A/C (in the scorching heat). When I asked for a refund the company declined an offered €13 as a "gesture of good will". Avoid at all cost”

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Posted 7 months ago

Hi Matthew, thanks for your review. We’re really sorry to hear about your experience, that’s absolutely not the standard we aim to deliver. Someone from our team will be reaching out to you directly to help sort this out. Best, The Bookaway Team

Posted 6 months ago

“Bookaway is not reliable. My experienced of booking a ferry with them was a long process they took the payment but the confirmation of my booking was a big wait. I’ve waited for more than 6 hours to received the booking confirmation, anyway the trip has been cancelled. It was a big mistake of booking through them although they refunded the payment but there was already a transaction fee. Never use this booking site again .”

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Posted 8 months ago

Hi there, Thanks for taking the time to share your feedback. We're really sorry for the delay and the inconvenience caused by the cancellation, we understand how frustrating that can be. We're always working to improve and hope we’ll have the chance to provide a smoother trip in the future. Best regards, Sofi - The Bookaway Team

Posted 7 months ago

“Horrendous! I booked a shuttle, went in to see about canceling or changing times because I was arriving earlier than expected. On doing that I accidentally canceled but immediately contacted the company through email, through chat, and they said they would get back to me. I was anxious because my shuttle was that day, in a few hours. I continued to reach out but they kept saying they couldn’t contact the operator (because Bookaway is a 3rd party). So my shuttle never came and no one would help me get the issue fixed because they said they couldn’t get in touch with the company that they are selling the services for!!!! Customer service was seriously unhelpful and didn’t care about fixing the issue. It was a mistake on my end which should have been an easy undo fix. Never will use this service again! I finally found the shuttle company info on my own and contacted them and the nightmare continued. I will never use that shuttle company “Holbox Extreme”. They came to pick up another couple but weren’t going to let me on because they said I cancelled even though there was room AND I paid. They finally let me on the shuttle and started the journey and pulled off on the side of the road to kick me out if I didn’t pay again in cash. It was absolutely horrendous and extremely unnecessary how they treated me!”

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Posted 8 months ago

Hi Amy, Thanks for your feedback. We understand how stressful this experience must have been, especially with same-day travel plans. However, since the booking was canceled on your end before the trip, the system automatically notified the operator, which made it difficult to reinstate on such short notice. We did try to assist right away, but with limited time and the operator already informed of the cancellation, there was only so much we could do from our side. We're truly sorry things unfolded the way they did. If you have any unresolved concerns, feel free to reach out to us at support@bookaway.com. Best wishes, The Bookaway Team

Posted 8 months ago

“Absolutely terrible experience with Bookaway. We booked transportation well in advance, trusting that everything would go smoothly—but the driver never showed up at the pickup location. And the worst part? There was no phone number to call. No way to get immediate help. Just radio silence. Because of this mess, we had to scramble to find a hotel last minute and pay out of pocket for a night we hadn’t planned on. Not to mention, we completely lost a full day of our vacation and one night paid at the hotel. Bookaway's lack of communication and support completely derailed our trip. I would not recommend this service to anyone. After texting back and forth trying to get the refund, we never got it. Please don’t use this ghost company. All you will get are texts with bots.”

Helpful Report

Posted 9 months ago

Hi there, We’re very sorry to hear about your experience. We’ve tried locating your booking but couldn’t find it based on the information provided. Please contact us at support@bookaway.com with your booking details so we can properly investigate and assist you. Our sincerest apologies, The Bookaway Team

Posted 9 months ago

“Never again! after the reservation and payment, nothing happend ! and this since 2 month.”

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Posted 10 months ago

Hi there, Thanks for your review. We’re sorry to hear this. Please contact us at support@bookaway.com so we can check what happened and help you sort it out. Best regards, The Bookaway Team

Posted 9 months ago

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 75%
Accurate And Undamaged Orders	Greater than 85%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	3.6 out of 5
Returns & Refunds
Refunds Process	Difficult

Bookaway Reviews