“FRAUDSTERS, LIARS, CONMEN, CRIMINALS!!!”
“They are safe. Don’t worry.”
“Their customer service is attentive and proactive.”
“Awful company—fraudsters! Do not use ever!”
“We felt really cared for when booking with them.”
“We had the best trip thanks to them.”
A polarizing mix of reviews like this is common when researching online flight booking services, and Ovago is no exception. Known for offering a variety of flight deals, including discounted international fares, Ovago attracts a large customer base.
But on platforms like Trustpilot, Sitejabber, TripAdvisor, BBB, Reddit, PissedConsumer, and Quora, you’ll find diametrically opposite opinions—some praising the service, others calling it a scam.
So, how do you cut through the noise and determine whether an online travel agency (OTA) is legit, reliable, and safe? In this article, we’ll break down why reviews are often so divided, what to look for when evaluating feedback, and how to make an informed decision before booking your next flight.
Interesting Fact: A 2021 PowerReviews report found that 99.9% of shoppers read reviews, and 96% actively seek out negative ones. This suggests that we often see critical feedback as more useful or trustworthy when making purchasing decisions. But is this the smartest approach? Let’s find out!
Read in this post:
But First: Are Trustpilot Reviews Legit? And What About Other Platforms?
On Trustpilot, a disclaimer states: “Companies on Trustpilot can’t offer incentives or pay to hide any reviews.” But is that really true? Yes, it is. Trustpilot’s policy explicitly states that businesses cannot remove negative reviews unless they violate platform guidelines (e.g., fake, offensive, or irrelevant content).
Companies also can’t pay to delete or hide reviews, ensuring transparency. Additionally, offering incentives (discounts, freebies) in exchange for reviews is strictly prohibited to maintain authenticity. This makes Trustpilot the best for getting a broad overview of a company’s reputation.
What About Other Review Platforms?
- On Sitejabber and TripAdvisor, businesses can respond to reviews, offering a more balanced perspective—especially when complaints are addressed professionally. These platforms are useful for evaluating customer service responsiveness and spotting patterns in complaints rather than relying on overall ratings.
- BBB (Better Business Bureau) focuses on complaint resolution, allowing customers to file disputes. However, paid accreditation impacts ratings—it enhances a business’s credibility but doesn’t guarantee excellent service. In summary, BBB is best for assessing complaint resolution history rather than overall customer satisfaction. So, focus on whether complaints receive responses, as this indicates a company’s genuine interest in improving customer service and ensuring real customer care.
- Reddit has no business influence, just raw personal experiences. While that makes it a valuable source for unfiltered opinions, posts can be biased, exaggerated, or even fake—so take them with a grain of salt.
- PissedConsumer (no surprise here) is packed with negative reviews, as people typically post when they’re frustrated. This skews ratings. But on the upside, businesses that care about their reputation often try to resolve complaints directly on the platform. It’s great for spotting worst-case scenarios—and for those who enjoy a bit of suspense (because some stories read like thrillers). Just don’t assume these reviews reflect the average experience!
- Quora is a mix of insider knowledge, traveler insights, and pure speculation. While you may find valuable industry perspectives, answers can be outdated or incorrect, so it’s best to cross-check with more reliable sources.
Let’s examine why some reviews on these platforms aren’t trustworthy, how to spot them, and which ones offer the most value.
Read also: Buy Now Pay Later: How Ovago and Affirm’s Partnership Makes Buying Flight Tickets Easier
Some Reviews Are Based on Misunderstandings About How Third-Party Flight Booking Works
Many negative reviews come from customers who don’t fully understand how third-party travel agencies operate. For example, as an OTA, Ovago works with consolidator fares and differs from airlines, which means:
- Prices Can Change Before Final Confirmation: When booking through third-party services, airline fares are not locked in until the booking is fully processed. If there’s a delay, prices may go up or down due to airline fare updates. Ovago informs customers when a price change occurs before finalizing the ticket.
- There Might Be a Booking Delay: We’re not an instant booking service. Working with airline consolidators can sometimes delay processing. Tickets are manually handled as we search for alternative unpublished fares to offer better pricing. Most consolidator fares are processed and confirmed within 30 minutes to 24 hours.
- Prices Can Fluctuate in Either Direction: The price displayed on an airline’s website a week later isn’t necessarily the same fare originally booked through Ovago. Sometimes direct airline prices drop. But third-party fares can be affected by different agreements or availability constraints.
- OTAs Charge Cancellation Fees to Cover Administrative Costs, even if a ticket hasn’t been issued yet. At Ovago, we clearly disclose this information at checkout and in our Terms of Use under ‘Ticketing Policies.’ Customers agree to these terms when making a purchase, though we understand that cancellation fees can be frustrating.
- Limited Control Over Seat Selection & Baggage Policies: When booking through an OTA, seat selection, baggage allowances, and other add-ons are determined by the airline. Ovago provides fare details at checkout, but changes to seat assignments or baggage fees are subject to the airline’s policies, not the OTA’s discretion. Travelers should check airline rules directly to avoid surprises.
- Customer Support Acts as an Intermediary: Since OTAs facilitate bookings rather than operate flights, customer service teams must coordinate with airlines for changes, cancellations, or refunds. This can sometimes lead to longer resolution times compared to booking directly with an airline. However, Ovago specialises in handling complex itinerary adjustments and finding unpublished fares, which can offer significant savings.
To avoid stress and maximize Ovago’s discounts:
- Carefully read the ticket’s fare rules before purchasing.
- Check airline policies (for baggage fees, cancellations, and schedule changes).
- If you need flexibility, choose a fare that allows changes or refunds.
- Consider travel insurance or our Travel Protection Plan if your plans might change.
- Wait for a final confirmation email before assuming your ticket is locked in.
- Be flexible with your budget, as minor fare adjustments are common.
- Book quickly when you see a good fare to reduce the risk of price changes.
- Be patient with customer service. We must coordinate with airlines for any changes.
Interesting Fact: Studies consistently show that most consumers don’t read Terms of Use before making a purchase. A 2017 Deloitte survey found that 91% of consumers accept terms without reading them, while a 2019 Pew Research Center study revealed that only 9% of US adults always read a company’s privacy policy before agreeing to it.
Read also: Top Low-Cost Airlines: Safe, Cheap, and Efficient Travel Worldwide
Some Reviews Stem from Misconceptions About Cheap Fares and OTA Practices
Let’s explore common misconception-based reviews you might encounter online—especially on opinion-driven platforms, where many reviewers have never actually used an OTA service.
Misconception 1: OTAs Cancel Your Ticket to Resell It at a Higher Price
Some online reviews claim that third-party booking agencies cancel confirmed tickets if they find another customer willing to pay more. The theory suggests that OTAs issue a “confirmed” ticket at a low price, then later cancel the booking, blaming the airline.
They allegedly offer a refund or a rescheduled flight, all while keeping the reservation unconfirmed indefinitely, hoping to sell the same ticket at a higher price. If they succeed, they drop the original customer, but if no one pays more, they finalize the booking.
This price-bidding scheme sounds alarming. But in reality, airline reservations don’t work this way. OTAs don’t have the ability to hold, cancel, or manipulate a ticket based on demand—airlines control fare availability and confirmations. Price fluctuations occur because fares constantly change in airline systems, not because OTAs are secretly auctioning off your ticket.
Misconception 2: OTAs Hide or Remove Paid Extras from Your Booking
Some travelers worry that third-party booking agencies like Ovago remove or fail to process extras such as seat selection, refundable tickets, or travel insurance, making it hard to prove payment. This concern often arises when customers check their airline booking and find certain add-ons missing or when an OTA invoice lacks specific extras.
Why does this happen? While OTAs handle flight reservations, some services are processed directly by the airline or a third party. If an extra is purchased after the initial booking, it may not appear on the original OTA invoice but should be reflected in the airline’s system or a separate confirmation email. Refundable tickets or flexible fares may also be listed differently and can be verified through the airline or OTA support.
How to verify your extras and avoid confusion:
- Check Your Airline Booking: Log into the airline’s website with your confirmation code to see what’s included.
- Contact OTA Customer Support: If something seems missing, request an itemized breakdown of your fare and add-ons.
No need to panic—differences in how OTAs and airlines display extras are common. A quick check can clear up confusion.
Misconception 3: If It’s So Cheap, It Must Be a Scam!
Many travelers assume that if an OTA offers fares significantly lower than an airline’s website, it must be a scam. The belief is that “if it seems too good to be true, there’s a catch”—either the agency is selling fake tickets, will cancel the booking later, or will charge hidden fees.
In reality, OTAs like Ovago partner with airline consolidators that buy tickets in bulk at discounted rates. These special fares aren’t always available on airline websites, making them seem suspiciously low in comparison. Additionally, OTAs may offer unpublished fares or exclusive deals through airline partnerships and route-optimization services like Trip Ninja, further lowering prices.
How to avoid confusion and book confidently? Check the OTA’s reputation, using tools explained at the end of this article to verify a company’s reliability and security. A low price doesn’t mean a scam—but booking through a well-known, reputable OTA ensures legitimacy.
Misconception 4: Airlines Won’t Help If You Book Through an OTA
Many travelers believe that airlines won’t assist if a flight booked through an OTA changes. The assumption is that third-party bookings are fine unless something goes wrong, at which point airlines refuse to help, leaving passengers stranded. Some claim the only safe way to book is directly with the airline.
What really happens? When you book through an OTA, your ticket is issued directly by the airline and stored in their system, meaning you have a valid seat—not an unofficial reservation. You can verify your booking anytime on the airline’s website using your reference number.
If a flight changes or gets canceled, airline policies—not the OTA—determine who can process modifications. Some tickets allow direct changes with the airline, while others require the OTA to handle them due to fare agreements.
How to avoid confusion and book confidently:
- Check fare rules before booking to know who manages changes.
- Verify your booking with the airline after purchase.
- Use a reputable OTA like Ovago, which follows airline policies and assists with modifications when needed.
Misconception 5: OTAs Pay Review Websites for High Ratings
Some travelers assume OTAs pay review platforms like Trustpilot, Sitejabber, TripAdvisor to boost their ratings, making high scores seem unreliable. Why isn’t this true? These platforms explicitly state that businesses cannot pay to remove negative reviews or inflate ratings.
Companies can subscribe to paid business accounts, which offer tools to respond to reviews, collect feedback, and showcase testimonials—but they can’t erase bad reviews or artificially boost scores.
Misconception 6: Third-Party Booking Agents Won’t Help When Things Go Wrong
Some travelers assume that third-party booking agencies won’t help with flight changes, cancellations, or modifications—but that’s not always true! Unlike budget platforms that simply process transactions, reputable OTAs like Ovago offer 24/7 customer support to assist with rebookings and cancellations.
Attentive review readers will notice that our customers often praise specific agents by name—a testament to our dedicated, personalized service. Our agents are our greatest asset, and we take pride in their expertise and commitment to ensuring a seamless travel experience. If disruptions occur, our team works on your behalf—whether it’s rebooking a flight or assisting with airline-mandated changes.
Ready to book with Ovago?
We’ll go above and beyond to deliver a service worth a five-star review.
Some Reviews Are Emotion-Driven, While Others Are Fact-Based
Some people leave angry, one-star reviews in frustration, but that doesn’t always mean the company is bad. Many reviews contain strong emotions but little factual detail about what actually happened.
How to Spot These Reviews:
- Overuse of terms like ‘scam,’ ‘fraud,’ or ‘never use this company!’ without details.
- No mention of customer service attempts or resolution efforts.
- No details about the booking process—just vague complaints.
What to Trust Instead:
- Reviews that explain exactly what happened (dates, communications, and company responses).
- Reviews that acknowledge both positive and negative aspects of the experience.
Read also: Benefits of Ovago Customer Service: 10 Reasons to Book With Us
Some Reviews Mistake Airline Policies for Agency Responsibilities
Some people blame OTAs like Ovago for airline policies that they agreed to at booking. For example:
- Refunds & Cancellations: If the airline doesn’t allow refunds, Ovago cannot override that policy.
- Name Change Fees: Many airlines don’t allow name changes, so Ovago must enforce those rules.
How to Spot These Reviews:
- Complaints about non-refundable tickets (even though it was clearly stated at purchase).
- Issues with baggage fees or seating (which are airline, not agency, policies).
What to Focus On Instead:
- Complaints about an agency’s actual service, not airline policies they can’t control.
- Reviews that mention whether the person read the fare rules before booking.
Some Reviews Confuse One Brand With Others (A Nightmare for Our Brand Awareness Specialists, BTW)
We get it—the e-commerce industry is booming, and many brands have similar names. But Ovago isn’t connected to any similarly named companies. Take Viagogo, for example—a brand often confused with Ovago. However, Viagogo operates in an entirely different industry! It serves as a ticket resale marketplace for concerts, sports events, and theater shows, not a flight booking service.
Other brands we’re occasionally mistaken for include Otago, Ovolo, and Opodo. But rest assured—Ovago is an independent OTA specializing in flight deals!
Interesting Fact: According to ReviewTrackers, 94% of consumers say a negative review has convinced them to avoid a business. While this helps smart shoppers steer clear of poor-quality services and scams, it also raises a question—how many great deals have been missed because of misleading reviews?
Read also: 8 Best International Economy Class Airlines for US Travelers
So, Are Flight Booking Service Reviews Useful or Just White Noise?
Reading reviews on flight booking services can be both helpful and misleading, depending on how you interpret them. While reviews can offer real customer insights, they also come with biases, misunderstandings, and emotional reactions that don’t always reflect reality.
When Reviews Are Just White Noise:
- Emotional Complaints with No Context: Many 1-star reviews come from frustrated travelers, even when the issue was caused by the airline, not the booking agency. Look out for reviews that lack details or contain over-exaggeration (“SCAM! WORST COMPANY EVER!”).
- People Not Reading Terms & Conditions: Some negative reviews come from customers who didn’t read fare rules about cancellations, non-refundable tickets, or baggage fees. If a complaint is about something clearly stated in the policy, it’s not a fair judgment of the agency.
- Overly Complex Cases: Some reviews describe long, intricate disputes where it’s hard to determine who is actually at fault. Travelers may unintentionally exaggerate details or leave out key facts, making the situation seem worse than it actually was.
- Highly Unique Situations: Such reviews describe highly specific or unusual cases (e.g., a refund dispute involving multiple flight changes and third-party insurers), making it difficult to fairly judge the agency based on a single experience.
- Uninformed Warnings Based on Assumptions: Some people advise against using a service without ever having booked through it. These reviews often contain phrases like “I’ve never used this company, but I wouldn’t risk it!” or “I saw bad reviews, so I’d stay away—just in case.” While skepticism is understandable, judging a company based purely on hearsay without firsthand experience isn’t reliable.
When Flight Booking Reviews are Useful:
- To Spot Consistent Red Flags: If numerous reviews across different platforms report the same issue, it’s worth paying attention. Look for patterns like refund delays, hidden fees, or poor customer service. In such cases, a low overall brand rating may signal a real problem.
- To Understand How the Agency Operates: Some complaints arise from misunderstanding third-party booking policies (e.g., fare changes before confirmation). Reviews can help set realistic expectations about how these services work.
- To Compare Customer Service Quality: While every OTA has mixed reviews, agencies where the majority of feedback consists of complaints about unresponsive support may indicate a problem. Conversely, if most reviews praise customer service, it’s a positive sign.
- To Check How Companies Respond: A company’s response to negative feedback can tell you a lot about its customer service standards and professionalism. Some businesses ignore complaints altogether, which may indicate poor support. Others actively engage with customers, offering solutions, refunds, or explanations. A well-handled complaint shows that a company values its customers and is willing to resolve issues.
Interesting Fact: Online review statistics shows that 53% of customers expect businesses to respond to negative reviews within a week, yet 87% of businesses never address them.
Read also: How to Easily Book Cheap Multi-Destination Flights with Ovago
Beyond Reviews: How to Determine If an OTA Is Legitimate
- Trust the overall rating on platforms like Trustpilot—it reflects thousands of reviews, offering a balanced view of customer satisfaction.
- Look at the positive-to-negative review ratio. Every company—especially flight booking services—gets some bad reviews. But if thousands book with Ovago and most have no issues, it’s a strong sign the service works.
- Verify if the website provides clear and legitimate contact information, including a physical address and customer support details. Lack of transparent contact information could be a red flag.
- Make sure that the website uses secure payment methods. Look for indicators such as “https://” in the URL and secure payment options during the checkout process.
- Evaluate how transparent a company is about its security measures, including data protection, payment processing, and fraud prevention.
- Avoid spammers and scammers using similar registrars—book only through the official website (for Ovago services).
Use these online tools to check if a website is legit:
- ScamAdviser helps to determine if a website is safe to use or potentially a scam.
- URLVoid scans a website for malware, phishing risks, and blacklisting status.
- Google Transparency Report detects whether Google has flagged a site for malware, phishing, or suspicious activity.
- VirusTotal scans URLs for malware, phishing, and security threats using multiple antivirus engines.
- SSL Labs checks if a website has a secure SSL certificate (important for safe transactions).
- Whois Lookup reveals domain registration details (e.g., how old a website is).
- Web of Trust (WOT) rates websites based on user feedback and trustworthiness scores.
We hope this article has helped you navigate the flurry of polarized online reviews and given you the tools to separate fact from fiction when evaluating any service. If you’ve sifted through countless Ovago reviews and are ready to give us a try—thank you for your trust. We’ll do our best to exceed your expectations.
