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Travelers are becoming more and more frustrated, but it has little to do with in-flight Wi-Fi or fancy reclining seats. Instead, they are overwhelmed by the countless hidden fees and complicated rules for basic things like choosing a seat or bringing luggage – a situation highlighted in recent findings from Travelport.

The latest 2024 Modern Retailing Report by Travelport revealed that more than half of the 1,659 surveyed individuals across Germany, the U.S., South Africa, and the U.K. find the wide range of travel options, including ticket prices and package deals, “complicated and hard to navigate.” Travelers are primarily concerned about allowances for baggage, cancellation policies, changes to flights, and options for selecting seats without additional cost.

With airline bundle deals that let travelers pick their seat and bring a carry-on (often for yet another fee) and flight/hotel combination packages, the number of choices is at an all-time high. Travelport thinks travelers now face around 10,000 different options, a significant increase from the approximately 500 available in 2010.

Jen Catto, the Chief Marketing Officer at Travelport, shared her insights with YSL News: “One of the main hurdles for air travelers today is uncertainty. Travel involves high costs, and individuals may worry about being penalized for any errors made while booking. They need more straightforward information, easier ways to compare options, and a reassuring experience.”

According to the report, travelers typically spend over four hours hunting for the best deals. Back in 2013, people would check around 38 web pages before making a booking, but now, that number has climbed to 277 web pages, which include various booking sites and official airline or hotel portals. A whopping 80% of respondents found comparing prices from different airlines to be “extremely time-consuming.”

Despite all the effort, close to 71% of those surveyed expressed a lack of confidence in their bookings.

Catto added, “It would be more efficient to choose from ten well-matched options tailored to you rather than wading through a hundred selections that only partially meet your needs.” This leaves many wondering what other possibilities might be available.

Burdened by Excessive Hidden Fees

The survey points out that the primary frustration for travelers is hidden fees, with two-thirds of participants agreeing there are too many to deal with. These can include additional charges like resort fees or extra fees for bringing more than one personal item aboard a flight.

When it comes to booking flights compared to accommodations, the survey revealed that flights present double the difficulty for travelers.

Nearly half of the travelers expressed frustration with canceling or getting refunds, particularly with airlines’ lowest fare classes that often restrict flight changes or incur significant fees.

Catto noted, “Customer service seems to have become an afterthought, leading to confusion and frustration about what adjustments can or cannot be made, depending on the fare type booked.”

The government is trying to mitigate these unnecessary fees and expedite refunds for travelers. In May, the Department of Transportation faced a lawsuit from major U.S. airlines after it introduced a new rule that mandates airlines to clearly disclose fees upfront. It was reported that consumers are overcharged $543 million in fees annually. This new regulation requires airlines to specifically list baggage or flight change fees at the time of booking. The agency also targets “bait-and-switch tactics,” where discounted flights become more expensive due to mandatory fees.