Holidaymakers can often get better deals booking directly with travel providers rather than using booking sites, according to Which?

The consumer site found customers had encountered a slew of problems while using booking sites, including struggling to secure cancellations and refunds or encountering poor customer service.

In a survey of nearly 5,000 people, which? rated booking sites for their prices, transparency of fees, and functionality of their websites – with many brands scoring more poorly this year amid the pandemic.

The results could be handy for anyone hoping to jet off for a winter break once England’s lockdown lifts next week.

Although seen as a hassle-free way to book trips abroad, flight booking sites scored particularly badly.


Some companies were impossible to contact for refunds and cancellations, while some charged admin fees that would not have been sought if customers booked through the airline directly.

Netflights had the highest rating in this category, with a score of 65%, despite telling holidaymakers that refunds would take more than 45 days to process.