As Travel Sites Expand Their Reach, a Trail of Complaints Suggests Online Booking May Not Be the Best Choice for Consumers

Usage of traditional travel agents has been growing for four straight years, according to MMGY, with the fastest growth from time-pressed Millennials, who value convenience and service over playing travel agent on their smartphones and tablets. Travel-industry suppliers are not helping customers, either, with their unbundled pricing and myriad surcharges, which make figuring out what’s the best deal more time-consuming than ever for novices and experienced travelers alike.

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