A New York Times article this week expressed consumers growing frustration with online booking. According to Forrester Research, people are getting frustrated with all of the small print restrictions a room categories that they must sort through using an online only booking. “Travel companies expect the consumer to behave like a travel agent,” he explained. “The question I always ask these guys is, ‘Could your mother-in-law use your Web site without having to call you for help?’ The answer is always no.”
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