While the number of airlines and hotel chains seem to be shrinking due to consolidation, the number of ways for travelers to make reservations seems to be growing, infinitesimally.
While that can be a good thing for consumers in terms of choices, it can also lead to confusion and problems, because it’s easy to think you’re booking directly; not working with a third party company that may have their own set of rules.
This post is not to single out any one company, but more to be a “buyer beware.” A reader contacted me about changing a ticket, and she thought she had booked with the airline. Instead, she had booked through a site called “justfly.com” Now, the fare was good, but the airline was completely unhelpful in changing her ticket. The booking wasn’t something any other travel agent could help with, either.
But our agency gets this sort of problem somewhat regularly. It’s not helped by the fact that some of these sites, which are online travel agencies, don’t call themselves travel agents.
Sometimes, too, a website may not be offering published fares. They might have a specially negotiated deal or rate. (A few still sell mileage tickets, but airlines have been cracking down.) It doesn’t mean what the site is doing is illegal, but if an airline can’t figure out the fare used (and sometimes even if they can) their default is to decline to help with any change.
Try searching for a hotel website; in many cases you get a site that has nothing to do with the hotel, but merely acts as a booking agent. It’s not that the price may not not be good, but it may add complications.
For example, if travelers book a hotel via a third party website and then later try to change it with the hotel directly, some hotels will refuse. (It even happens with brick and mortar agency bookings, where sometimes a hotel will demand we send a message or email to confirm a change.)
In addition, with both air and hotels, any agency or booking site could have a deal that is highly restrictive. Or, they may add their own change and cancellation penalties. I’ve had clients call me for help with tickets they booked elsewhere that are absolutely not changeable. One woman insisted, “Well, I know you can change United tickets for a penalty, and it should only be a few hundred.” Well, yeah, had she booked with us or with United direct. But the site she used had a “use-it-or-lose-it” rule.
Booking sites vary all over the globe. Many have help desks, with the number displayed prominently; with others it’s a major hunt to figure out how to talk to a human. And again, many times the deals they offer may be worth it.
Before you book, do a little homework. Check the rules, penalties and restrictions first. If you can’t figure them out, that might be a red flag. Make sure you know who you’re buying from, and how to reach them in case of a problem. If you can’t figure it out before you book, you probably won’t have better, or at least faster, luck in an emergency.
Janice Hough is a California-based travel agent a travel blogger and a part-time comedy writer. A frequent flier herself, she’s been doing battle with airlines, hotels, and other travel companies for over three decades. Besides writing for Travelers United, Janice has a humor blog at Leftcoastsportsbabe.com (Warning, the political and sports humor therein does not represent the views of anyone but herself.)
