Consumer champion Jane Hawkes, also known as Lady Janey, has explained when Britons should use holiday booking and comparison websites – and the circumstances when it’s advisable to book directly.
Jane tends to book her UK-based trips directly through the accommodation provider, because you can…
- Get lower rates as the host saves money on any online commission and agent fees;
- Negotiate additional benefits such as upgrades, late/early check-in and free add-ons;
- Take advantage of last-minute availability bookings with discount prices;
- Have one port of call for changes/cancellations/refunds;
- Avoid third party processing fees;
- Accrue loyalty points.
Jane says she does this herself when booking one of her “go-to” self-catering holiday cottages in Wales, and benefits from reduced rates as a returning guest.
“We have built a relationship with our hosts over the years and we appreciate being able to contact them directly to discuss bookings,” she says.
If you’re booking a holiday cottage, she recommends choosing the letting agency carefully as many online platforms are simply affiliate or listing sites for other companies.
“If you make a booking using an affiliate or listing site things can get confused and complicated if things go wrong. Always ask who takes responsibility if there is a problem and check the terms and conditions of contracts carefully,” Jane says.
What about trips abroad?
Conversely, Jane doesn’t recommend booking directly for trips abroad as “you will have far less financial protection should one of the elements go wrong”.
You’ll have more protection when something goes wrong if you book a package holiday with a reputable travel agent, she says, so your holiday is covered under the Package Travel and Linked Travel Arrangements 2018.
It is also advisable to pay by credit card for additional Section 75 protection or debit card for chargeback.
“They are also a direct port of call for help when you need it, unlike third party online booking sites.”
If she is just booking a flight, Jane says she will use comparison sites to compare prices but then book directly with the airline.
“Third party booking platforms may be able to offer cheaper flights due to bulk-buy discounts from the airlines. However, the discount might not be worth it should any issues arise,” she says.
Jane explains that if there are cancellations or changes to bookings, additional fees may be applicable for both the airline and the third party.
“Refund or compensation requests for cancelled or delayed flights tend to be more difficult when a third party is involved,” she says.
Plus, contacting third parties to discuss a claim can prove a challenge as many companies offer customer service support online only, she says.
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