Lackluster customer service. Travelers who book on third-party platforms also often can't contact the airline directly for customer service. Generally speaking, airfare policies dictate that whoever sold you the ticket is responsible for servicing the reservation.

Booking flights through a third-party Online Travel Agency (OTA)—like Expedia, Priceline, or Kiwi—comes with significant customer service and logistical risks in 2026. The primary downside is that the airline no longer "owns" your reservation; if your flight is cancelled or you need to make a change, the airline will often direct you back to the third party for assistance. This can lead to a "support loop" where neither party takes responsibility, especially during major weather events or strikes. Furthermore, OTAs often have much stricter refund policies and may charge their own additional administrative fees on top of the airline's charges. Another disadvantage is that you may not receive the same level of loyalty benefits or elite status recognition that you would by booking directly. In 2026, airlines are increasingly offering "direct-only" perks like free seat selection or early boarding to incentivize passengers to avoid third parties. For complex, multi-leg journeys, the "gold standard" for security is to book directly to ensure the airline can help you immediately if things go wrong.