March 27, 2020

Freezing Partner Quality Scores during Covid-19

As you’ll most likely be aware, every partner has a Partner Quality Score. This is awarded by our travellers and reflects the overall quality of the booking experience, from customer service to price accuracy.

It’s a number from zero to five and is there to act as a guide for other travellers when they come to book.

The PQS impact from Covid-19

We’ve seen a sharp rise in negative traveller feedback during the Covid-19 pandemic, leading to many of our partners experiencing a significant and highly damaging drop in their Partner Quality Score.

The majority of this feedback is out of our partners’ control, and in some cases will cause certain partner scores to become so low that they could be removed from Skyscanner if nothing is done.

However, these scores are not a true representation of partner performance, and are therefore misleading to travellers and damaging to our partners.

We’ve temporarily frozen scores

We’ve frozen partner scores as of 2 March until further notice. Travellers will still see your star rating, but it’ll be your score prior to the date of widespread global travel restrictions.

We’re still collecting feedback and generating scores during this time, to help you track how travellers feel about your services, as well as helping us to determine when to turn live scores back on again. These scores will be available to view in your Partner Portal.

We’ll get in touch with you when we believe it’s the right time to turn your PQS back on. In the meantime, if you’ve any questions or concerns, please don’t’ hesitate to get in touch with your commercial manager – and look out for messages about your frozen PQS in the Portal.

Have questions? Get in touch with Partner Support via this form