December 7, 2025, 1:12 pm | Read time: 3 minutes
Booking flight tickets today is just a few clicks away—price comparison sites make it especially easy. But what seems like a convenient solution has its pitfalls. Consumer advocates warn: Booking through intermediaries can lead to problems. Why it is often wiser to book directly with the airline—and what to watch out for with the portals.
Comparison Sites: Convenient, but Not Always Advantageous
Flight booking portals are popular because they consolidate offers from numerous airlines on one platform, enabling direct price comparisons. This makes it easy to choose a cheap ticket quickly.
However, when it comes to the actual booking, the European Consumer Center (EVZ) recommends buying the ticket directly from the airline—especially if the price is the same or even lower than on the portal. According to the EVZ, this is more common than many assume.
Direct Booking Offers Clear Advantages
The key advantage of direct booking, according to the EVZ, is simpler communication in case of problems, such as flight delays or booking uncertainties. If issues arise during or after the booking process, like flight delays, you only have one point of contact to deal with, explains Mareike Boguet, a lawyer at the European Consumer Center. You also receive information about flight changes directly from the airline.
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Difficulties with Bookings Through Portals
On the other hand, those who book through third-party providers can expect significantly more complexity, according to the EVZ’s experience. Although it is legally clear that claims for delays or flight cancellations must be made directly against the airline, the portal is responsible for issues during the booking process. However, in practice, consumer advocates say a different picture emerges: Airlines and portals often pass the buck to each other, leaving customers stuck with their problems.
Tips for Booking Through Portals
Despite the potential drawbacks, booking portals are not to be avoided entirely. If you choose to use them, the EVZ advises keeping a few things in mind:
- If a technical error occurs during the booking process—such as the page freezing or the booking not being completed—do not immediately start a new booking. The EVZ advises: “Wait first or contact the portal’s customer service.” Sometimes the booking confirmation appears delayed in the inbox or ends up in the spam folder.
- If you receive conflicting information via email—such as both an error message and a booking confirmation—check whether a valid booking exists using the reference number and PIN code.
- After booking, the EVZ recommends not relying solely on the portal’s information. To stay informed about possible changes, regularly check the status of your booked connection directly on the airline’s website.