Pros
You may have the change to change your employement status from Full time to Part time or viceversa and you can choose ( based on business needs ) the shift patterns. there are many other better companies Salary is enough, but not great. they organize nice parties and freaky friday, giving you free entrance and free drinks until 00.00.
Cons
1- the company is changing so much, so the whole idea of a relaxed environment is gone. 2- is becoming the Ryanair in their industry, I know that as I was working for Ryanair too. 3 - the whole concept of Values ecc is basically gone. 4 - the new working agreement has been modified without agreement with Works Council and many part time colleagues had problems to obtain their preference for schedules 5 - the managment is doing nothing to improve but only to ruin the atmosphere in the company, creating more pressure for Customer Service Agents and Teal Leaders. 6 - The company is huge, but the chances to have career opportunities are close to the 0. I had change and all the requirements to be a Team Leader, but the HR department advise me to withdrawl my request to be a Team Leader as I was hopeless and I was ( they said literally ) losing my time. 7 - many problems for vacation requests. Basically, the work load is divided in languages, but either you're from a small country with few workers on the line, or an agent from a main language, your chances to have holidays are low. Summer : Forget about it, you should book in September of the year before. Christmas and NYE you have to choose really in advance and is not granted, and you cannot have both period together. 8 - the company is squeezing the employees as lemons for the peak season. The company is only customer oriented, so whatever you received from an angry customer you should take it. 9 - kpi's becoming harder and harder to reach - with consequent pressure on employees and Team Leader 10 - Food is lamentable, considering that, despite for what management said, we actually pay for it. I also found a fly in my dish once. 11 - the company is creating external partner providers which create a drop in the quality of responses for both Booking.com and the customers. 12 - benefits are low, only the Genius status, which is a 10 % discount on booking through Booking.com, but is not even accepted by all Hotels and properties. 13 - they're firing people and not renewing fixed contracts basically giving 0 security. 14 - they're creating new rules and procedures which are causing delays and less quality. 15 - they ask for feedback but when you provide a feedback nobody cares.