Editor’s note: This is a recurring post and will be updated regularly with new information and offers.
Online travel agencies and third-party booking sites are everywhere. You’re probably familiar with names like Expedia, Booking.com, Travelocity, Priceline, Hotels.com, and Kayak. Walmart also has a reservation site for Walmart+ members.
Most of us have probably browsed these sites at least once and used one or two to book a trip.
Online travel agents (OTAs) can certainly help you find prices and itineraries for many airlines, hotel chains, rental properties, and car companies. In theory, you won’t have to visit different websites before booking a trip.
It also has the added benefit (at least for some people) of being able to enter all of their travel details in one place, from flights to hotel stays to rental cars.
However, these sites also have obvious drawbacks to consider. Changing or canceling a flight after booking with an OTA can be more complicated (and sometimes more expensive). Additionally, in some cases, hotel loyalty members may not be able to earn points or enjoy the benefits of elite status.
Over the years, we’ve heard from many TPG readers who have encountered headaches trying to make changes, cancellations, or receive other assistance after making a reservation via OTA.
Here are some reasons why booking from these sites may not be right for you.
Cancellation and change fees can be higher than booking directly
One of the most positive and lasting changes to air travel that has emerged from the depths of the pandemic is that the largest U.S. airlines, at least when it comes to full-fare economy tickets (in other words, non-basic economy tickets), , generally did not charge change fees. ).
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However, if you change or cancel a ticket booked through an OTA, you may be subject to a fee.
In some cases, airlines may impose penalties on customers who book through third-party sites and wish to change their tickets. For example, American Airlines’ policy states, “If a reservation made through a travel agent or another website is modified by our reservations agent, airport or travel center representative, (per person) An additional fee will be charged.”
Zach Griff/The Point Guy
It is generally expected that these types of additional charges will be passed on to the customer from the OTA.
Some of these third-party booking sites may impose their own fees for changing or canceling certain tickets.
If you fly on a low-cost airline or have a fare that includes an airline-imposed fee for itinerary changes, you’ll pay the booking site’s fees in addition to the airline’s charges. There is a possibility.
Priceline, for example, says it may impose its own fees even if airlines don’t.
“If the flight’s fare rules permit a change, a ticket exchange fee may apply,” the OTA’s website warns.
Some OTAs may never charge additional service fees, but why complicate things and add a middleman to the process if you don’t have to? Unless there’s a fare that can’t be booked directly with the airline or hotel. , there is little reason to use OTA.
Getting a refund can be difficult
Even if you are entitled to a refund for a canceled flight or hotel stay, it can be very difficult to obtain it.
Airlines issued billions of dollars in refunds during the worst of the pandemic, but have since tightened some of the ultra-flexible policies they had in place at the height of the coronavirus outbreak.
However, even if you are owed a refund, requesting one from the airline is not always an easy process. Whether you choose to contact customer service by phone and wait, or send an email.
OTAs often throw in an intermediary into the discussion, as they may need to confirm with the airline whether the booking site can process a refund on your behalf.
Also, if your travel company isn’t very keen on refunds, would you trust an OTA to do it for you like you do?
When such travel disruptions occur, you may end up going back and forth with airlines, travel agents, and OTAs multiple times before you receive the money you’re owed.
You may not earn points or elite credits
This is very simple. If you book a hotel through an OTA, don’t expect to earn points or elite-qualifying credits for your reservation. Most major chains consider these third-party reservations to be “non-eligible rates,” so trying to earn points toward your next redemption often won’t work.
The Westin St. John Resort Villas.Zach Griff/The Point Guy
Similarly, if you book a hotel through an OTA, don’t expect to receive elite benefits.
Therefore, if you have The Platinum Card® from American Express, the complimentary Hilton Honors Gold and Marriott Bonvoy Gold status is meaningless if you book through an OTA. Say goodbye to complimentary breakfast at Waldorf Astoria Maldives Ithaafushi.
Related: Can I earn airline miles when booking through OTAs?
There are a few things to keep in mind here. You can usually earn airline miles and elite-qualifying credits even when you book through OTAs.
Additionally, travelers who are far from elite status in major hotel loyalty programs may not be interested in earning hotel points. Especially since some of his OTAs have their own loyalty programs. Most notable is the new One Key program, which encompasses Expedia, Hotels.com, and rental property site Vrbo.
That being said, you don’t have to travel to earn points. A proper credit card strategy will solve that.
Don’t expect fast customer support
When booking via OTA, it is often not easy to contact customer service when something goes wrong.
Some sites make it difficult to speak to a human until within a week of your planned trip date.
And even if you can get in touch with someone, it can be difficult to find an agent to work with you on your itinerary.
In order to cut costs as much as possible, OTAs have typically avoided providing robust customer service.
Instead, you are often asked to complete all changes and ask questions online. You can speak to a representative over the phone only if the problem is serious.
Trading is not always as good as it seems
You’re probably wondering why you would book through an OTA. Most of the time it comes down to the fact that it’s cheaper to book via OTA than directly with a travel agency. However, I would argue that it may not be as good a deal as it seems.
why?
As mentioned above, OTA bookings do not allow you to earn hotel points or receive elite benefits.
If you have a status that offers free breakfast, parking, lounge access, or late checkout, the value of these benefits can add up quickly. If you book through an OTA, you are not entitled to these benefits.
Additionally, most hotel chains offer a best rate guarantee. If you find a lower rate on an OTA, you can often try matching the rate with a hotel chain first.
If you’re successful, you’ll get the best of both worlds: loyalty benefits and the lowest prices.
Now, you might argue that this logic doesn’t apply to airline tickets, since you can still earn miles when you book through OTAs, and airlines generally don’t match prices.
However, you should always take into account the possibility that changes to your itinerary may need to be made.
In that case, you may end up paying additional service fees on top of the fees charged by the airline, as mentioned above. Not to mention it takes a while to navigate the phone tree and wait on hold.
So, even if it looks like a good deal on paper, be sure to factor in the additional costs such as money and stress.
Good luck during snowstorms and thunderstorms
What happens if my flight is significantly delayed or canceled, or if I can’t reach my hotel due to weather or other issues?
In the event of a significant weather event, flights are typically covered by airline waivers, making it easier for travelers to change their itinerary without penalty.
Air Canada A220 during a snowstorm in Montreal.Zach Griff/The Point Guy
However, if you booked through an OTA, you may need to go through the process of calling the booking company’s customer service to make changes. Suffice it to say, during heavy snowstorms, it can be difficult to get through.
Additionally, OTAs typically follow airline waivers in accordance with the law, whereas airline agents may be more flexible.
While your airline’s customer service may be able to help you find a way to board your flight a day early ahead of a blizzard without being charged the difference, OTA agents may not be able to offer the same kindness.
The same goes for hotels. Weather has thrown a wrench in your travel plans and you’ve had to cancel your hotel at the last minute. The few times I have booked through an OTA, I have always been told that I have to follow the OTA’s written cancellation policy. However, if you booked directly, there were very few issues with cancellation fees being waived.
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