I booked 4 flight tickets and 3 checked baggage allowances via Booking.com. Without any prior notice, Booking.com unilaterally cancelled the baggage but issued the tickets, leaving me unable to travel as planned. Customer service was chaotic and unprofessional – I was repeatedly called by different agents, each asking me to explain the situation from the start. Instead of resolving the issue, they kept shifting the responsibility to the airline and even back to me, wasting hours of my time. Despite my clear request to either fulfil the original booking (with baggage) or cancel with a full refund, Booking.com failed to provide any solution. I have now escalated this to the UK Civil Aviation Authority (CAA) and my credit card provider under Section 75 of the Consumer Credit Act. Booking.com must take responsibility. I strongly advise travellers to be cautious when booking through this platform.