Comparison website holidaymakers face problems over refunds and hidden fees
Which? said its poll of 4,900 members suggested people were better off booking a package deal through a tour operator or going direct to an airline or accommodation provider. Flight booking sites fared particularly badly, with some proving impossible to contact about cancellations, and charging admin fees on refunds. Opodo got the lowest overall score at 41 per cent and just two stars out of five for customer service.
Lastminute.com and Gotogate also scored poorly, at 46 and 45 per cent.
Netflights received the highest score at 65 per cent but still only got three stars for customer service. The firm said refunds “normally” take 45 days to process but wait times are longer because of coronavirus.
Passengers are entitled to refunds within seven days under EU law.
Accommodation booking sites were rated more favourably. Airbnb came first, with five stars for customer service. Its overall score was 75 per cent.
