Deals 'too good to be true': Why booking flights on third-party websites can be risky

• Third-party booking platforms can offer great airfare deals but fewer traveler protections.
• Experts recommend booking directly with your airline or a personal travel agent.
• Travelers say customer service can be hard to reach at online travel agencies if something goes wrong.

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Julia Carlson's Spring trip to Cancún, Mexico, was supposed to be celebratory. Her son and niece were graduating from high school, and Carlson and her sister were planning the getaway with them to mark the occasion.

"We’re not rich people. We saved all of our money to do this," she said.

They booked their flights and hotel through Expedia, but shortly before the trip, they got a notification from the resort that it would be closing because of COVID-19 and was canceling their stay.