The European Commission has opened a formal investigation into Booking.com, the Amsterdam-based travel platform, over suspicions that it has not done enough to protect consumers from fraudulent accommodation listings and phishing attempts. The probe, announced on Wednesday, is the first to target the company under the Digital Services Act (DSA), the EU's landmark regulatory framework for online platforms.
EU regulators are particularly concerned that Booking.com may have underestimated the scale of scams on its platform, including listings for properties that do not exist or are not properly licensed. They also suspect that the company has failed to prevent scammers from exploiting users' personal data, a problem that has become increasingly common across the travel industry. A recent survey found that phishing attempts have hit three-quarters of EU workers, highlighting the broader threat that online fraud poses to European consumers.
"Europeans should be able to book their holidays without fear of being scammed," said Henna Virkkunen, the EU's technology and digital affairs commissioner, in a statement. "The DSA sets clear responsibilities for online platforms, and we must ensure that the leading booking platform in Europe takes those responsibilities seriously."
The investigation will also examine whether Booking.com clearly labels listings that appear higher in search results because the provider paid for a ranking boost. Under the DSA, platforms must disclose when commercial considerations influence the order of results shown to users. The Commission says it has indications that Booking.com may not have done so consistently.
First DSA case against a travel platform
While the DSA has already triggered formal proceedings against major social media companies and e-commerce marketplaces, this is the first time the rules have been applied to a dedicated travel booking service. The choice of Booking.com is significant given its dominant position in the European market, where it handles millions of reservations each year.
The Commission's action follows a series of complaints from consumer groups and national regulators about misleading practices on the platform. In recent years, several EU member states, including Spain and Italy, have fined Booking.com for unfair commercial practices, but the DSA gives Brussels a more direct tool to enforce platform accountability across the entire bloc.
There is no fixed legal deadline for the investigation to conclude. Booking.com can propose measures to address the Commission's concerns at any stage, and the EU executive has the power to impose fines of up to 6% of the company's global annual turnover if it finds breaches of the DSA.
In a response, Booking.com said it was "cooperating fully" with the investigation and stressed that "security, trust and the protection of personal information are top priorities." The company added that it remains "committed to working with relevant governments, regulators, law enforcement and industry partners to combat cybercrime and online fraud and protect travellers and partners."
The probe comes at a time when European authorities are stepping up scrutiny of digital platforms beyond the traditional tech giants. The Commission has also been examining how algorithms and design choices affect consumer behaviour, and the DSA's transparency requirements are expected to play a central role in the Booking.com case.
For travellers, the outcome could mean clearer labelling of sponsored results and more robust verification of property listings. The case also sends a signal to other booking platforms operating in Europe that they must take proactive steps to prevent fraud, rather than reacting only after problems emerge.
As the investigation unfolds, the broader context of European digital regulation remains in flux. The EU is also preparing to enforce the AI Act, which could have implications for how platforms use automated systems to detect fraudulent listings. Some experts have even suggested that such tools could help curb deceptive practices in property listings, a concept that has been dubbed "housefishing" in the real estate sector.
For now, the Commission's focus is on establishing whether Booking.com has lived up to its obligations under the DSA. The outcome will be closely watched by the travel industry, consumer advocates, and regulators across the continent.
