Travellers’ booking sites pose problems

HOLIDAYMAKERS using travel booking sites face “serious problems” over refund policies and hidden fees, a consumer group has claimed.

Which? said its survey of nearly 4,900 members indicated that customers are usually better off booking a package deal through a tour operator or going direct to an airline or accommodation provider.

Booking sites offer consumers the ability to compare prices for a vast array of travel options, but the poll suggests the pandemic has led to an increase in problems.

Flight booking sites fared particularly badly in the research, with some companies proving impossible to contact about cancellations, and charging admin fees to process refunds.

Opodo was given the lowest overall score with 41 per cent. Its customer service was rated just two stars out of five.

Lastminute.com and Gotogate also scored poorly, with 46% and

45% respectively.

Even Netflights, which received the highest score for flight booking sites at 65%, only got three stars for customer service.

The firm said refunds “normally” take 45 days to process but wait times are longer due to the pandemic.

This is despite passengers being entitled to refunds within seven days under EU law.