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According to consumer group Which?, individuals searching for the top vacation bargains may find better options by booking directly with airlines and hotels rather than using third-party booking websites.
Recent studies, using numerous instances of reserving lodging and flights, discovered that certain websites have inadequate customer support and seldom, if ever, find the most affordable rates.
Which? asked its members about their usage of comparison sites, which scour the internet for the most competitive prices, and booking sites, which enable travelers to search for and book flights and lodging on one platform.
Out of all the flight booking sites that were studied, Opodo was able to find the most inexpensive flights. Despite this, it received a low customer score of only 28%, making it the lowest-ranked site.
According to Which?, respondents emphasized the importance of considering more than just price when choosing a travel booking site. Opodo received a low one-star rating for their customer service, with many complaints about difficulties in reaching customer service agents. One respondent even described the site’s customer service as nonexistent.
A representative from Opodo assured The Independent that the vast majority of our customers have had a satisfactory experience when booking with us.
In the survey, Expedia received the highest customer score of 70%, making it the top-performing platform. Respondents gave it three stars for its affordability, ability to find flexible fares easily, clear fees, and website functionality.
In contrast, research conducted by Which? revealed that Expedia was consistently the least effective website for finding the most affordable flights for consumers. After examining 10 flight routes on nine different websites (including four booking sites and five comparison sites), and recording the prices listed for bookings one week, six weeks, and six months before the departure date, Expedia did not offer the lowest price on any of the occasions.
One possible explanation for this could be that Expedia does not currently provide flight options from certain low-cost carriers, including Ryanair and Wizz Air.
According to previous studies conducted by Which?, certain online travel agencies (OTAs) may advertise lower initial prices, but once additional costs such as baggage and seat selection are factored in, the final cost is usually higher compared to booking directly with the airline.
Unavoidable hidden charges for online consumers – or “drip pricing” – is set to be banned under new laws to force businesses to be upfront with their customers.
Extra charges, like the cost of upgrading airline seats and baggage for flights, will not be factored into the measures.
Google Flights was the best performing flight comparison site, with respondents awarding it four stars for site functionality – the highest of any comparison site rated in the survey. It found the cheapest flights on six out of 30 occasions, comparable to Kayak and Cheap Flights, which each found the cheapest flights on five occasions.
According to a study by Which?, a comparison of 30 hotel bookings showed that booking directly with the hotel was often cheaper than using a booking website, with this being the case for half of the bookings across nine different websites.
Kayak and Trivago were the most successful in finding the lowest or joint lowest price, occurring 12 times. Skyscanner was a close second with 11 instances.
On 14 out of 30 occasions, Agoda had the highest prices, while Expedia and Booking.com had the highest prices on 13 out of 30 occasions each.
Naomi Leach, deputy editor of Which? Travel, recommends utilizing comparison sites as a helpful resource when searching for flights or hotel accommodations. These sites do the legwork for you by searching the internet for options, increasing your chances of finding the best fit. It is recommended to check multiple platforms to ensure the most suitable option for your needs.
“After narrowing down your choices, make your reservation directly. Booking directly with the airline is typically more cost-effective than using an Online Travel Agent and also ensures clear accountability in case of any issues. Contacting a hotel directly may result in the best deal or even added perks such as a complimentary bottle of wine or room upgrade.”
The Opodo spokesperson stated that the survey only included 44 customers, which is 0.0002% of the 20 million travelers who use their platform annually. They value every customer and constantly strive to improve their customer service. However, the spokesperson also wants consumers to know that surveys with such small sample sizes are not reliable or representative.
Each year, we receive feedback from millions of customers who book with Opodo. Nine out of ten of them report being satisfied or very satisfied with our service. Our Trustpilot score of 4.3 is significantly higher than other online travel agencies and airlines. Despite the challenges of the pandemic, we have invested in technology and our customer service team to assist 6.4 million individuals who have experienced travel disruptions. Our average call answering time has been reduced to only 60 seconds, and we have expanded our range of options to provide cost-saving, convenient, and exciting travel experiences for our customers.
As with any company, we may make mistakes at times, but customers should feel confident that the vast majority of those who book with us have a satisfactory experience.
Source: independent.co.uk
