As consumers who booked airline tickets through online travel agencies (OTAs) have increasingly encountered issues, airlines have issued warnings regarding the use of OTAs.
According to the airline industry on the 27th, Jin Air recently notified passengers to be cautious when purchasing airline tickets from overseas OTAs. In particular, it advised caution regarding providers such as Agoda, Kiwi.com, GoToGate, Mytrip, and BudgetAir, with which it does not have a direct contractual relationship. Other airlines such as AIR BUSAN and Air Premia also issued similar notices.
OTAs are sites that facilitate the easy search for airline tickets and hotels worldwide. When consumers input personal information and travel itineraries into the OTA and pay the expense, the airline ticket suppliers listed on that OTA make reservations on behalf of the consumers as if they are actual customers based on the information provided. They show multiple routes and offer easy price comparisons, making them popular among users.
The problem is that consumers who use OTAs frequently suffer damage, and there are limited ways to seek redress even when issues arise. There have been instances where, after purchasing tickets through an OTA and arriving at the airport, the tickets were either not reserved or the information regarding services included in the tickets, such as free baggage check-in, was inaccurately stated. Cancellation and change fees for tickets can be excessively high, and refunds can take several months.
Overseas OTAs are not subject to domestic laws, making it difficult to rectify unfavorable terms for consumers. According to a survey by the Korea Consumer Agency, eight overseas OTAs (GoToGate, BudgetAir, Agoda, iDreams, Expedia, Kiwi.com, Trip.com, Travel Genie) were found to have included clauses unfavorable to consumers in their terms of service. Some had terms like 'no refunds' or provided refunds only in the form of loyalty points, which are disadvantageous to consumers.
Airlines explain that after purchasing tickets from OTAs, requests for changes or refunds must be directed to the point of purchase. An airline industry official noted, "You must purchase tickets directly from the airline's official website to ensure safe guarantees for schedule changes and refunds."