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"publishedDate": "2026-05-08T00:29:29.000Z", "daysAgo": 0, "hasCompanyReply": false, "text": null }, { "id": "69fd05bc1b4915b1c35ac082", "rating": 1, "title": "Had a prepaid reservation for 11 days…", "publishedDate": "2026-05-07T23:35:56.000Z", "daysAgo": 0, "hasCompanyReply": false, "text": null }, { "id": "69fcf77fd8b698f8917055c6", "rating": 1, "title": "Scamming site!", "publishedDate": "2026-05-07T22:35:11.000Z", "daysAgo": 0, "hasCompanyReply": false, "text": null }, { "id": "69fce559762dedc7d0044aff", "rating": 1, "title": "The worst experience of my life", "publishedDate": "2026-05-07T21:17:45.000Z", "daysAgo": 0, "hasCompanyReply": false, "text": null }, { "id": "69fce0aaf0f83503639adea5", "rating": 1, "title": "I received a very concerning scam…", "publishedDate": "2026-05-07T20:57:46.000Z", "daysAgo": 0, "hasCompanyReply": false, "text": null }, { "id": "69fcdd8ba31e4ccfce1805fb", "rating": 1, "title": "Genius leve 3 will never use it again", "publishedDate": "2026-05-07T20:44:27.000Z", "daysAgo": 0, "hasCompanyReply": false, "text": null }, { "id": "69fcc7cf38bb8b3296171313", "rating": 1, "title": "Booking.com Refusing Refund After Rental Company Cancelled My Booking – Unacceptable Service", "publishedDate": "2026-05-07T19:11:43.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fcb7805bde151b2e09f88b", "rating": 1, "title": "The Absolute Worst", "publishedDate": "2026-05-07T18:02:08.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fca1ea47f86d01e6d133f2", "rating": 1, "title": "15 years of loyalty rewarded with being stranded at night with a sick child.", "publishedDate": "2026-05-07T16:30:02.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc9da94cffe873bcb7d191", "rating": 1, "title": "I had looked at your website several…", "publishedDate": "2026-05-07T16:11:53.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc9b04501dfb7692e5cb24", "rating": 1, "title": "Used to be good but now property owners…", "publishedDate": "2026-05-07T16:00:36.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc8c94472ad271398b7c55", "rating": 1, "title": "Reservation cancelled", "publishedDate": "2026-05-07T14:59:00.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc7d793af3054a87280b8c", "rating": 1, "title": "Booking.com has been extremely…", "publishedDate": "2026-05-07T13:54:33.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc7082e50a25085d86a5e3", "rating": 1, "title": "Very slow to refund my money.", "publishedDate": "2026-05-07T12:59:14.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc67e4c1afaa1203c9d578", "rating": 2, "title": "Have just returned from a two night…", "publishedDate": "2026-05-07T12:22:28.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc669f94e934c8307c975e", "rating": 1, "title": "Urine, Blood, Electric Shock & 4 Room Changes — Booking.com Completely Let Us Down", "publishedDate": "2026-05-07T12:17:03.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc64ea7ef3a39724524e3f", "rating": 1, "title": "SCAM - DO NOT PAY EXTRA FOR FLEXIBLE FLIGHTS", "publishedDate": "2026-05-07T12:09:46.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc648a1589f64812528890", "rating": 1, "title": "Booking.com Support Is an Absolute Disaster", "publishedDate": "2026-05-07T12:08:10.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc597752dde51ae2f251db", "rating": 1, "title": "This is one of the worst companies out…", "publishedDate": "2026-05-07T11:20:55.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc53ea722b18a840c33538", "rating": 1, "title": "Lack of clarity and hiding important information", "publishedDate": "2026-05-07T10:57:14.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc495e9bfe40fc9c7e5fad", "rating": 1, "title": "Refuse to give a refund where we stayed…", "publishedDate": "2026-05-07T10:12:14.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc487b7f43c2ce37cc3559", "rating": 1, "title": "I had an extremely disappointing…", "publishedDate": "2026-05-07T10:08:27.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc2f356a61278c9738d21e", "rating": 1, "title": "Customer service is in the best case chaotic, and in the worst case playing ignorant on purpose.", "publishedDate": "2026-05-07T08:20:37.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc16e9767604beb5d3b107", "rating": 1, "title": "Booked airfare through…", "publishedDate": "2026-05-07T06:36:58.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc0bb4a72d4fdff614a98e", "rating": 1, "title": "Absolutely terrible experience booking.com", "publishedDate": "2026-05-07T05:49:08.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fc09b4aba669d6cafdc4d4", "rating": 2, "title": "Difficult to obtain proper receipts", "publishedDate": "2026-05-07T05:40:36.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fbed31f496eb92f0395b51", "rating": 1, "title": "Refused refunds", "publishedDate": "2026-05-07T03:38:57.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fbdbeae4e5f9e55665b42a", "rating": 1, "title": "Approved refund UNPAID since January despite repeated escalation", "publishedDate": "2026-05-07T02:25:14.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fbdac382722c60ab916d6b", "rating": 1, "title": "Paid, Canceled, Ignored.", "publishedDate": "2026-05-07T02:20:19.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fbd4aa30dda6cc9fbb9fea", "rating": 1, "title": "Terrible experience with Booking.com", "publishedDate": "2026-05-07T01:54:18.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fbd31fb7c38530cb35d86c", "rating": 1, "title": "Car rental provider provided me a…", "publishedDate": "2026-05-07T01:47:43.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fbd1784bb1127dcf77322c", "rating": 1, "title": "DO NOT DO", "publishedDate": "2026-05-07T01:40:40.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fbcee82bb3f1eafcab0191", "rating": 1, "title": "We booked a trip on booking.com to…", "publishedDate": "2026-05-07T01:29:44.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fbbea43b2121f81410fe5f", "rating": 1, "title": "This company is unremitingly useless", "publishedDate": "2026-05-07T00:20:20.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fbb46722a0bafc63e73c60", "rating": 1, "title": "Scammed", "publishedDate": "2026-05-06T23:36:39.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fba00f4442d3df7d9b9801", "rating": 1, "title": "Complete waste of time and money dont…", "publishedDate": "2026-05-06T22:09:51.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fba0042bf65f1123b98fab", "rating": 1, "title": "This is NOT a British company", "publishedDate": "2026-05-06T22:09:40.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fb9613fc442f8bce0fb2d7", "rating": 1, "title": "Most appauling customer service", "publishedDate": "2026-05-06T21:27:15.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fb95fb7ca2cd533a5cb2b3", "rating": 1, "title": "Booking.com presents itself as a…", "publishedDate": "2026-05-06T21:26:51.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fb8fbd7a0f1d2588a0f456", "rating": 1, "title": "Awful company", "publishedDate": "2026-05-06T21:00:13.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fb8d4ad508372cbcece9f6", "rating": 1, "title": "I've been waiting for 2 hours on a chat…", "publishedDate": "2026-05-06T20:49:46.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fb8d3db827c6ca49c63aca", "rating": 1, "title": "Payment taken but no booking…", "publishedDate": "2026-05-06T20:49:33.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fb885cfd1c953d97605c07", "rating": 1, "title": "Wish I can give zero stars", "publishedDate": "2026-05-06T20:28:44.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fb86b18036a89404790450", "rating": 1, "title": "WILL NEVER USE again. Super scammy!!!", "publishedDate": "2026-05-06T20:21:37.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fb7c44673bc23ac9c4084b", "rating": 1, "title": "Awful customer service", "publishedDate": "2026-05-06T19:37:08.000Z", "daysAgo": 1, "hasCompanyReply": false, "text": null }, { "id": "69fb747226db6367f00f6566", "rating": 1, "title": "Reserveren via Booking.com? NIET DOEN.", "publishedDate": "2026-05-06T19:03:46.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb6ea9533c0ad31b20f217", "rating": 1, "title": "No help or support and no customer service, avoid.", "publishedDate": "2026-05-06T18:39:05.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb6e0cbe881e3dbb3c95ae", "rating": 1, "title": "Book with anyone but booking.com", "publishedDate": "2026-05-06T18:36:28.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb6bdf91d421c4a7d4c56e", "rating": 1, "title": "Booking.com have been fobbing me off for weeks and done nothing", "publishedDate": "2026-05-06T18:27:11.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb63f1a737db169f51835d", "rating": 1, "title": "Absolutely terrible", "publishedDate": "2026-05-06T17:53:21.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb61bf7a0f84775255a807", "rating": 1, "title": "Absolutely shocking customer service…", "publishedDate": "2026-05-06T17:43:59.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb5da8a66203cfa602a840", "rating": 1, "title": "They were terrible and fraudulent.", "publishedDate": "2026-05-06T17:26:32.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb51eb78566472b8ac78c0", "rating": 1, "title": "205 Earl's Court unsafe and with none of the most basic services. Booking.com of no support", "publishedDate": "2026-05-06T16:36:27.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb4de2157547131454d5d6", "rating": 1, "title": "Car Hire office closed ? ( Corfu )", "publishedDate": "2026-05-06T16:19:14.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb47050abdfa425035f98f", "rating": 2, "title": "Booking tried to charge me €896 to correct a name", "publishedDate": "2026-05-06T15:49:57.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb4247d9d6b993269ad68b", "rating": 1, "title": "Never book through Booking.com", "publishedDate": "2026-05-06T15:29:44.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb38b739c4eb038a66035a", "rating": 1, "title": "Thieves", "publishedDate": "2026-05-06T14:48:55.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb3043bb3e11fba8efb031", "rating": 1, "title": "Confirmed booking failure with 12 days til refund", "publishedDate": "2026-05-06T14:12:51.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb2e0527329af87c407c6c", "rating": 1, "title": "Booking.com is very efficient when it…", "publishedDate": "2026-05-06T14:03:17.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb2d28f9fdc6b737a6060f", "rating": 1, "title": "I had a very frustrating experience…", "publishedDate": "2026-05-06T13:59:37.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb2cad352a2e11772d51c7", "rating": 1, "title": "Never on the customer's side!!!!", "publishedDate": "2026-05-06T13:57:33.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb2be480cdf265c3413bd0", "rating": 1, "title": "Refunds are difficult to get….they don’t answer your request..", "publishedDate": "2026-05-06T13:54:12.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb1bb862997f40e9af7ff3", "rating": 1, "title": "Lack of communication skills and poor…", "publishedDate": "2026-05-06T12:45:12.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb1373df3ff7ffc0699fd1", "rating": 1, "title": "Impossible to speak with any agent…", "publishedDate": "2026-05-06T12:09:55.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb0e8951c53108877691ad", "rating": 1, "title": "recently i book many nights room in my…", "publishedDate": "2026-05-06T11:48:57.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb0d94a96e23035db1f4ac", "rating": 1, "title": "Refused refund due to hotel being closed .", "publishedDate": "2026-05-06T11:44:52.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb0b4dcbe5f3dbe3f6c39b", "rating": 1, "title": "Cancelled Flight - No Refund!", "publishedDate": "2026-05-06T11:35:09.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb08a59e373cf6724e0ee2", "rating": 1, "title": "They still owe me money they promised", "publishedDate": "2026-05-06T11:23:49.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb05796db30b174cc7f1a2", "rating": 1, "title": "Booking. Com take no responsibility …", "publishedDate": "2026-05-06T11:10:17.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fb022506786984972f0823", "rating": 1, "title": "I reserved Fab Hotel Prakash Inn", "publishedDate": "2026-05-06T10:56:05.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69faf99571b288d5f1c08821", "rating": 1, "title": "Not half as clever as they think they are...", "publishedDate": "2026-05-06T10:19:33.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69faf32bbe55998752817be1", "rating": 1, "title": "BOOKED 2 ROOMS CARRINGTON HOTEL…", "publishedDate": "2026-05-06T09:52:11.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69faf2d5f51d65cd763f8124", "rating": 1, "title": "I was scammed on booking", "publishedDate": "2026-05-06T09:50:45.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null }, { "id": "69fae9cadb6c36ce1d1af4bb", "rating": 1, "title": "Car rental via Booking.com (OK Mobility) – poor support and unresolved complaint loop", "publishedDate": "2026-05-06T09:12:10.000Z", "daysAgo": 2, "hasCompanyReply": false, "text": null } ], "authenticityFlags": { "suspiciousReviewCount": 32, "lowAuthenticityRate": 32, "averageAuthenticityScore": 0.52 }, "alertsTriggered": [], "trends": null, "keywordSpikes": [], "priorities": [ { "type": "urgent-negatives", "severity": "high", "headline": "91 unanswered 1-2 star reviews in last 7 days", "recommendedAction": "Reply to recent negative reviews this week to recover sentiment", "timeToAct": "immediate", "rank": 1, "successMetric": "sentimentPositivePercent", "expectedDirection": "increase" }, { "type": "competitor-gap", "severity": "high", "headline": "3.1 TrustScore behind category leader (rank 15/35)", "recommendedAction": "Benchmark response practices and review themes against top-ranked competitor", "timeToAct": "this-month", "rank": 2, "successMetric": "trustScore", "expectedDirection": "increase" }, { "type": "no-response-pattern", "severity": "medium", "headline": "Only 0% of reviews receive replies", "recommendedAction": "Establish review-response cadence; replies correlate with grade improvement", "timeToAct": "this-month", "rank": 3, "successMetric": "responseRate", "expectedDirection": "increase" }, { "type": "fake-review-flag", "severity": "low", "headline": "32% of reviews show low authenticity signals", "recommendedAction": "Investigate suspicious reviews; consider Trustpilot fraud report if pattern persists", "timeToAct": "this-month", "rank": 4, "successMetric": "authenticityScore", "expectedDirection": "increase" } ], "decision": "act_now", "decisionReason": "Reputation requires immediate attention: 2 high-severity urgent-negatives", "oneLine": "Booking.com: TrustScore 1.7, grade F — top action: 91 unanswered 1-2 star reviews in last 7 days", "executiveSummary": { "situation": "Booking.com — grade F (0/100), TrustScore 1.7.", "biggestRisk": "91 unanswered 1-2 star reviews in last 7 days", "whatToDoNow": "Reply to recent negative reviews this week to recover sentiment", "expectedOutcome": "If executed, expect a rise in sentimentPositivePercent on the next run. Magnitude is unobserved — re-run after action to measure actual effect." }, "journeyBreakdown": { "pre-purchase": { "reviewCount": 0, "averageRating": null, "positivePercent": null, "negativePercent": null }, "onboarding": { "reviewCount": 0, "averageRating": null, "positivePercent": null, "negativePercent": null }, "support": { "reviewCount": 12, "averageRating": 1.33, "positivePercent": 8.3, "negativePercent": 91.7 }, "billing": { "reviewCount": 11, "averageRating": 1.27, "positivePercent": 0, "negativePercent": 90.9 }, "delivery": { "reviewCount": 0, "averageRating": null, "positivePercent": null, "negativePercent": null }, "product": { "reviewCount": 0, "averageRating": null, "positivePercent": null, "negativePercent": null }, "post-sale": { "reviewCount": 1, "averageRating": 1, "positivePercent": 0, "negativePercent": 100 }, "weakestStage": "billing", "strongestStage": "support" }, "riskForecast": null, "recordType": "business", "failureType": null, "analysisVersion": "3.0.0", 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Think twice about buying larger ticket items", "text": null, "publishedDate": "2026-04-25T04:22:19.000Z", "experiencedDate": "2026-04-10T00:00:00.000Z", "author": "Mike Flannery", "authorCountry": "US", "authorReviewCount": 2, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.5, "clusterId": null }, { "id": "69ebe6c903e4d863337d9ff9", "rating": 1, "title": "They don't care about the reviews", "text": null, "publishedDate": "2026-04-24T23:55:21.000Z", "experiencedDate": "2026-04-22T00:00:00.000Z", "author": "Yousuf", "authorCountry": "DE", "authorReviewCount": 14, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.6, "clusterId": null }, { "id": "69ebcde216a1e4f2d4846953", "rating": 1, "title": "Horrible", "text": null, "publishedDate": 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"clusterId": null }, { "id": "69e9f5b04448abc0a3854269", "rating": 1, "title": "Etsy is a SCAM don’t order anything…", "text": null, "publishedDate": "2026-04-23T12:34:24.000Z", "experiencedDate": "2026-04-23T00:00:00.000Z", "author": "Kyalo Muthiani", "authorCountry": "US", "authorReviewCount": 1, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.4, "clusterId": null }, { "id": "69e8fb8ae3aaa3be481ec212", "rating": 1, "title": "I’m not a seller", "text": null, "publishedDate": "2026-04-22T18:47:06.000Z", "experiencedDate": "2026-04-09T00:00:00.000Z", "author": "Cassy", "authorCountry": "US", "authorReviewCount": 4, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.6, "clusterId": null }, { "id": "69e8e5c386a0349473e91211", "rating": 1, "title": "Can I leave 0 stars???", "text": null, "publishedDate": "2026-04-22T17:14:11.000Z", "experiencedDate": "2026-03-02T00:00:00.000Z", "author": "Toyia Taylor", "authorCountry": "US", "authorReviewCount": 4, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.6, "clusterId": null }, { "id": "69e8814435b16ea993018aed", "rating": 1, "title": "Etsy have scammed me", "text": null, "publishedDate": "2026-04-22T10:05:24.000Z", "experiencedDate": "2026-04-22T00:00:00.000Z", "author": "Jen Goddard", "authorCountry": "GB", "authorReviewCount": 5, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.6, "clusterId": null }, { "id": "69e7fc22b6c8b5b873f69970", "rating": 3, "title": "Why doesn't Etsy realize that all they…", "text": null, "publishedDate": "2026-04-22T00:37:22.000Z", 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"increase" }, { "type": "no-response-pattern", "severity": "medium", "headline": "Only 0% of reviews receive replies", "recommendedAction": "Establish review-response cadence; replies correlate with grade improvement", "timeToAct": "this-month", "rank": 2, "successMetric": "responseRate", "expectedDirection": "increase" }, { "type": "fake-review-flag", "severity": "low", "headline": "30% of reviews show low authenticity signals", "recommendedAction": "Investigate suspicious reviews; consider Trustpilot fraud report if pattern persists", "timeToAct": "this-month", "rank": 3, "successMetric": "authenticityScore", "expectedDirection": "increase" } ], "decision": "act_now", "decisionReason": "Reputation requires immediate attention: 1 high-severity urgent-negatives", "oneLine": "Ryanair: TrustScore 1.3, grade F — top action: 65 unanswered 1-2 star reviews in last 7 days", "executiveSummary": { "situation": "Ryanair — grade F (0/100), TrustScore 1.3.", "biggestRisk": "65 unanswered 1-2 star reviews in last 7 days", "whatToDoNow": "Reply to recent negative reviews this week to recover sentiment", "expectedOutcome": "If executed, expect a rise in sentimentPositivePercent on the next run. Magnitude is unobserved — re-run after action to measure actual effect." }, "journeyBreakdown": { "pre-purchase": { "reviewCount": 0, "averageRating": null, "positivePercent": null, "negativePercent": null }, "onboarding": { "reviewCount": 0, "averageRating": null, "positivePercent": null, "negativePercent": null }, "support": { "reviewCount": 7, "averageRating": 1, "positivePercent": 0, "negativePercent": 100 }, "billing": { "reviewCount": 3, "averageRating": 1, "positivePercent": 0, "negativePercent": 100 }, "delivery": { "reviewCount": 0, "averageRating": null, "positivePercent": null, "negativePercent": null }, "product": { "reviewCount": 1, "averageRating": 1, "positivePercent": 0, "negativePercent": 100 }, "post-sale": { "reviewCount": 0, "averageRating": null, "positivePercent": null, "negativePercent": null }, "weakestStage": "support", "strongestStage": "support" }, "riskForecast": null, "recordType": "business", "failureType": null, "analysisVersion": "3.0.0", 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null }, { "id": "69fcacdb99f619059ac243da", "rating": 1, "title": "The worst company that exists", "text": null, "publishedDate": "2026-05-07T17:16:43.000Z", "experiencedDate": "2026-05-07T00:00:00.000Z", "author": "Paulína Anderlová", "authorCountry": "GB", "authorReviewCount": 9, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.6, "clusterId": null }, { "id": "69fc9f072c9b8de7370c0fe8", "rating": 1, "title": "Absolutely disgusting customer support", "text": null, "publishedDate": "2026-05-07T16:17:43.000Z", "experiencedDate": "2026-05-07T00:00:00.000Z", "author": "Marta Wilkin", "authorCountry": "GB", "authorReviewCount": 1, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.4, "clusterId": null }, { "id": "69fc6fcd0748ff696c641de5", "rating": 1, 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"2026-05-06T21:29:07.000Z", "experiencedDate": "2026-05-06T00:00:00.000Z", "author": "C Richard", "authorCountry": "GB", "authorReviewCount": 152, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.6, "clusterId": null }, { "id": "69fb66c0706437932182acdd", "rating": 1, "title": "Highly Disappointing Experience with Ryanair - Pathetic experience", "text": null, "publishedDate": "2026-05-06T18:05:20.000Z", "experiencedDate": "2026-05-05T00:00:00.000Z", "author": "Nand Kishore Lavwanshi", "authorCountry": "IE", "authorReviewCount": 3, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.6, "clusterId": null }, { "id": "69fb6574aa8bebb1cc7154bf", "rating": 1, "title": "Less than one star!!!", "text": null, "publishedDate": "2026-05-06T17:59:48.000Z", "experiencedDate": "2026-05-06T00:00:00.000Z", "author": "Stella P", "authorCountry": "GB", "authorReviewCount": 5, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.6, "clusterId": null }, { "id": "69fb0ee400002da52d833124", "rating": 1, "title": "First flight with Ryanair in 7 years or…", "text": null, "publishedDate": "2026-05-06T11:50:28.000Z", "experiencedDate": "2026-05-06T00:00:00.000Z", "author": "Stephen", "authorCountry": "GB", "authorReviewCount": 40, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.6, "clusterId": null }, { "id": "69fb049cd30042c4cbd50aea", "rating": 1, "title": "Terrible customer service been waiting…", "text": null, "publishedDate": "2026-05-06T11:06:36.000Z", "experiencedDate": "2026-04-28T00:00:00.000Z", "author": "Paul 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null, "language": "en", "authenticityScore": 0.4, "clusterId": null }, { "id": "69fa2e16386ff2ad545dcca0", "rating": 1, "title": "Just pure shit", "text": null, "publishedDate": "2026-05-05T19:51:18.000Z", "experiencedDate": "2026-05-05T00:00:00.000Z", "author": "Bruger", "authorCountry": "DK", "authorReviewCount": 6, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.6, "clusterId": null }, { "id": "69f9fafc2703113afe20654c", "rating": 1, "title": "There is a reson why they're cheap", "text": null, "publishedDate": "2026-05-05T16:13:16.000Z", "experiencedDate": "2026-05-05T00:00:00.000Z", "author": "Paul May", "authorCountry": "GB", "authorReviewCount": 13, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.6, "clusterId": null }, { "id": 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"responseTimeHours": null, "language": "en", "authenticityScore": 0.4, "clusterId": null }, { "id": "69f8ebf2e1b921364b5832f2", "rating": 1, "title": "My hand luggage was the right size to…", "text": null, "publishedDate": "2026-05-04T20:56:50.000Z", "experiencedDate": "2026-04-22T00:00:00.000Z", "author": "Daniele Ghisu", "authorCountry": "GB", "authorReviewCount": 1, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", "authenticityScore": 0.4, "clusterId": null }, { "id": "69f89ffe9ea20708c83bd948", "rating": 1, "title": "We bought priority with 10kg cabin bag…", "text": null, "publishedDate": "2026-05-04T15:32:46.000Z", "experiencedDate": "2026-04-28T00:00:00.000Z", "author": "vivian huynh", "authorCountry": "GB", "authorReviewCount": 5, "isVerified": false, "hasCompanyReply": false, "companyReplyText": null, "companyReplyDate": null, "responseTimeHours": null, "language": "en", 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