EU opens investigation into online travel agent Booking.com over fake listings, phishing scams

The European Union has launched an investigation into online travel booking platform Booking.com, alleging the company failed to address fake listings and phishing scams. The EU is concerned that Booking.com underestimated the impact of fraud and unlicensed accommodation, and did not adequately protect user data from misuse for scams.

This is the first investigation of Booking.com under the Digital Services Act (DSA), an extensive online content law that covers various platforms such as social media and digital marketplaces. EU tech chief Henna Virkkunen stated that Europeans should not fear being scammed when booking holidays. The EU is also examining whether Booking.com violated rules by not clearly labeling ads, as the DSA sets clear responsibilities for online platforms.

Booking.com responded that they are cooperating fully and consider security, trust, and the protection of personal information as top priorities. The online travel agent is among over 20 major online platforms required to comply with the DSA's stricter rules or face fines up to six percent of their global turnover or even a ban for severe and repeated breaches.

A senior EU official criticized Booking.com's risk assessment efforts since 2023, calling them "substandard." The EU will assess whether Booking.com properly identified risks associated with illegal content like nonexistent properties and fraudsters posing as property owners. They will also investigate if Booking.com adequately addresses phishing scam risks to European consumers and how the company shares reservation and guest data with accommodation providers to prevent misuse.