The Office investigators identified issues such as:

- Misleading promotions in home page and advertising, with actual prices being much higher by the end of the booking process (all three OTAs).

- Opaque booking and payment process, in particular for money paid upfront for unconfirmed bookings and not immediately refunded (Expedia and eDreams).

- Opaque insurance coverage description and unfair pre-selection of insurance during checkout (Opodo. This has since been modified).

- Opaque information about the actual legal entity, which creates obstacles for customer complaint (Expedia).

- Inappropriate complaint management (Expedia and eDreams).

- Unfair high fees for calling the unique customer service number (eDreams).

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